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Manager, Global Growth Performance

at American Express Global Business Travel in Little Rock, Arkansas, United States

Job Description

United States

Full time

J-85929

Amex GBT is a place where colleagues find inspiration in travel as a force for good and - through their work - can make an impact on our industry. We're here to help our colleagues achieve success and offer an inclusive and collaborative culture where your voice is valued.

Our outbound team is growing quickly across North America, EMEA and APAC, and across Mid-Market, Enterprise and GMN. We invest heavily in external training, but a good session only matters if it changes what people do every day. Results come from the follow-through.

The Manager, Outbound Development owns that follow-through. This role gets new hires productive faster, makes sure the training sticks, helps leaders coach well, and builds the programs and culture that keep our best people and help them grow. It looks across every segment and region, and works closely with the Outbound Strategy and Outbound Performance managers so that training and coaching reflect where the team is trying to go and what the data shows.

This person is a program leader and coordinator. They do not need to be the expert on everything, and they have support for logistics, but they own the plan and the results.

Responsibilities

Onboarding and certification

• Design and run the new hire boot camp so reps start live calls sooner and reach full productivity faster
  
• Define what it means to be ready and certified, and how it is measured
  
• Adapt the program for different segments and regions without building separate programs for each
  Making training stick
  
• Review scorecards and call insights to see where the team is using our outbound methods and where more training would help
  
• Turn those findings into training and clear coaching priorities for leaders
  
• Build and evolve rep scorecards with the Outbound Performance manager, who provides the data
  
• Help leaders use the scorecards and coach consistently, without being chased
  External training partners and investment
  
• Coordinate our external trainers and decide, using data, where they spend their time in refresh and advisory sessions
  
• Identify where more training investment would pay off and make the case for it
  
• Manage the training budget
  Careers and culture
  
• Build and run the SDR to AE boot camp, the SDR career boot camp and the future leaders boot camp
  
• Lead culture initiatives, recognition and spiffs that
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