Vice President, Demand Optimization & Workforce Intelligence

Amex GBT

Base: $127,400.00 - $236,600.00 usd; bonus/equity:...
10+ years workforce management leadership
Ai-driven forecasting and scheduling
Global wfm team leadership in matrixed orgs
This strategic enterprise leader is responsible for global demand optimization and workforce intelligence across Traveler Care operations

Job Summary

  • This strategic enterprise leader is responsible for global demand optimization and workforce intelligence across Traveler Care operations.
  • The role leverages advanced AI-powered platforms to optimize service levels, labor efficiency, and productivity through intelligent routing and automation.
  • Candidates will lead a highly matrixed global team while partnering with Service Delivery, Finance, and HR to drive commercial outcomes.

Matching Summary

This strategic enterprise leader is responsible for global demand optimization and workforce intelligence across Traveler Care operations.

Salary

Base: $127,400.00 - $236,600.00 USD; Bonus/Equity: Discretionary annual bonus and Equity Incentive Plan eligible; Benefits: Flexible health/welfare, retirement, parental leave, travel perks, and learning access

Skills & Requirements

Must-have

  • 10+ years workforce management leadership
  • AI-driven forecasting and scheduling
  • Global WFM team leadership in matrixed orgs
  • Contact center technology implementation
  • P&L ownership and financial acumen

Nice-to-have

  • Travel industry experience preferred
  • Advanced degree in quantitative fields
  • MBA desirable
  • Experience with IVA and sentiment analytics
  • Strong executive communication skills

Key Requirements

  • Bachelor's degree required; advanced degree preferred
  • 10+ years progressive leadership in workforce management
  • Quantitative background in Statistics, Math, or Data Science preferred
  • Proven track record in enterprise transformation initiatives
  • Global leadership capability in distributed teams

Work Rights

Not specified

Tailored Resume

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