• Oversees and manages the operational aspects of NAS projects in Alaska and serves as liaison between project management and planning, project team, and line management. • Reviews status of projects and budgets, manages schedules, and prepares status reports. • Assesses project issues and develops resolutions to meet productivity, quality, and client-satisfaction goals and objectives. • Develops mechanisms for monitoring project progress and for intervention and problem solving with project managers, line managers, clients, and other stakeholders. • Collaborates closely with multiple stakeholders, including the FAA client, Peraton workstream leadership, subcontractors and other 3rd party vendors.

Role Description As a Team Coach, you’ll lead a highly skilled remote team of approximately 25-35 Travel Counselors. If you thrive on variety in work, building relationships with clients and colleagues, and empowering teammates to achieve their goals, we hope you apply. What You’ll Do - People (75%) - Lead and coach a team of Travel Counselors - Provide regular, documented coaching and feedback to team members - Investigate service and quality errors with a curious mentality, and provide helpful feedback - Collaborate with HR to determine performance ratings and action plans in alignment with Amex GBT standards - Facilitate account-specific onboarding and training for new hires after the initial centralized Traveler Care training program is complete - Collaborate with fellow team coaches - share information, achievements, and issues - Listen to calls as required to validate service levels and compliance standards - Customer (25%) - Be the voice of Traveler Care for new technological implementations - Participate in meetings with commercial client management partners when necessary, providing operational information needed for customer-facing conversations - Research and resolve client service concerns; develop strategy and craft messaging for the Traveler Care team and commercial peers - Analyze, act, and communicate results on CSAT performance - Keep the team informed on changes to client travel policies - Collaborate with Team Operations to achieve and exceed client expectations based on contractual service level requirements Qualifications - Previous leadership experience - Excellent listening skills and curious mentality - Customer service oriented - Sabre and/or Apollo experience preferred - Salesforce (case e-mail) experience a plus - Collaborative and passionate about building relationships - Experience making data-driven decisions and achieving financial and service targets Benefits - Flexible benefits tailored to each country, starting the day you do - Health and welfare insurance plans - Retirement programs - Parental leave and adoption assistance - Wellbeing resources to support you and your immediate family - Travel perks with deals from major travel providers on flights, hotels, cruises, and car rentals - Access to over 20,000 courses on our learning platform, leadership courses, and new job openings available to internal candidates first - Championing Inclusion through global INclusion Groups

• Plan, Coordinate, and Direct activities of the project team or scrum team including overseeing and coordinating events, activities, and milestones. • Ensure that any obstacles or impediments that hinder the team's progress are identified and addressed. • Provide coaching and mentoring to the team and other stakeholders, fostering collaboration and effective communication across teams, and supporting the Product Owner or Business Owner in scoping / product backlog management and prioritization. • Develop strategy to monitor and measure the team's progress through established metrics, promoting self-organization and autonomy among team members, and driving continuous improvement initiatives to enhance team performance and productivity. • Manage multiple assignments concurrently if needed.

• Facilitar ceremonias Scrum (Sprint Planning, Daily Scrum, Sprint Review y Sprint Retrospective). • Promover la adopción de prácticas Scrum y Kanban dentro del equipo. • Gestionar y dar seguimiento a impedimentos que afecten la productividad del equipo. • Acompañar al Product Owner en la gestión y refinamiento del backlog. • Asegurar la actualización y trazabilidad del trabajo en Jira. • Dar seguimiento a compromisos y objetivos de sprint. • Identificar riesgos y dependencias que puedan impactar las entregas. • Promover la mejora continua mediante retrospectivas y planes de acción.