The primary purpose of this role is to provide production support for the US American Express Travel Online site, as part of the Travel and Lifestyle Services team. The successful candidate will be tasked with ensuring platform health leading to a positive impact on card member experience and satisfaction.
The role will focus on all platform production issues and ensure they are tracked and addressed by both internal and external partners. In addition, this role will be responsible for identifying areas of the site, both front and back-end, that are performing sub-optimally and are a source of card member dis-satisfaction with the goal of informing the ongoing product roadmap to address these opportunities.
The role will be a vital link between production support teams, online travel technology partners, inventory and content suppliers and Consumer Travel Technologies. As such, the role will also be required to provide complex analytical support while managing resources from internal and external cross functional teams.
Provide production support for US Online Platform.
Track and report on site issues affecting platform performance.
Drive resolution of critical issues across cross functional teams
Communicate and when needed, escalate production issues and corresponding details focusing on impact, severity and related data enabling leadership team to make appropriate business decisions
Collaborate with release manager for each technology partner in ensuring defect fixes are appropriately prioritized
Partner with App Support and SOC teams on tracking and communicating ongoing site maintenance activities and monitoring performance against established SLAs
Maintain Platform Health Dashboard and interpret KPI data with recommendations made to leadership team
As a platform SME, consult and provide support to project leads in developing new features/functionality.
Support TLS team in ensuring compliance requirements are monitored and met
Support the Manager, Online Travel Platform with the analysis and documentation of new business requirements:
Produce documentation defining business needs
Support the User Acceptance testing
Monitoring and Analysis of Site Key Performance Indicators to inform product backlog
High technical aptitude with ability to learn complex architecture and infrastructure designs.
Familiarity with concept of web services/ APIs, database and XML schemas
Ability to communicate complex, technical issues and topics, both written and verbal, to multiple audiences.
Ability to manage and prioritize multiple activities, workloads, and objectives.
Ability to create effective action plans to resolve critical issues by leveraging sound project management practices and skills
Excellent working knowledge of travel reservations systems, travel related technologies and data repositories (preferred)
Working knowledge of Sabre GDS technology as a back office system (preferred)
Proactive, self-starter with ability to work with minimal supervision
Must be able to develop and maintain collaborative relationship with various business units and technology partners, many of which are geographically disbursed.
Effective interpersonal, communication and presentation skills
Experience with the American Express Travel online platforms preferred
Ability to act with the appropriate level of urgency based on the situation
Employment eligibility to work with American Express in the U.S. is required as the company will not pursue visa sponsorship for these positions.