Vice President, Demand Optimization & Workforce Intelligence

Amex GBT

United States
Base: $127,400.00 - $236,600.00; bonus/equity: eli...
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10+ years workforce management leadership
Global demand forecasting and capacity planning
Ai-driven intraday real-time management
** Amex GBT is seeking a Vice President of Demand Optimization & Workforce Intelligence to lead global demand optimization and workforce management strategies. The ideal candidate will have over ten years of experience in workforce management and demonstrate strong analytical and leadership skills in a fast-paced, multi-site service environment. This role offers competitive compensation, flexible benefits, and opportunities for personal and professional growth. **

Job Summary

  • This strategic role is responsible for global demand optimization and workforce intelligence across Traveler Care operations at Amex GBT.
  • The position leverages advanced AI tools like IVA, sentiment analytics, and intelligent routing to accelerate productivity and optimize service levels.
  • Candidates will lead a highly matrixed global WFM leadership team while partnering with executive stakeholders to balance data-driven planning with operational feasibility.

Matching Summary

Match Score: 75

** Amex GBT is seeking a Vice President of Demand Optimization & Workforce Intelligence to lead global demand optimization and workforce management strategies. The ideal candidate will have over ten years of experience in workforce management and demonstrate strong analytical and leadership skills in a fast-paced, multi-site service environment. This role offers competitive compensation, flexible benefits, and opportunities for personal and professional growth. **

Salary

Base: $127,400.00 - $236,600.00; Bonus/Equity: Eligible for discretionary annual bonus and Equity Incentive Plan; Benefits: Flexible health/welfare insurance, retirement programs, parental leave, travel perks, and learning platform access

Skills & Requirements

Must-have

  • 10+ years workforce management leadership
  • Global demand forecasting and capacity planning
  • AI-driven intraday real-time management
  • IVA containment and sentiment analytics expertise
  • WFM tooling implementation and modernization
  • Matrixed global team leadership experience

Nice-to-have

  • Travel industry background preferred
  • Strong commercial and financial acumen
  • Data science or operations research degree
  • Experience with crisis response mobilization
  • Inclusive collaborative culture champion

Key Requirements

  • Bachelor's degree required; MBA or quantitative degree preferred
  • 10+ years progressive leadership in workforce management
  • Proven track record in enterprise transformation initiatives
  • Global leadership capability in matrixed organizations

Work Rights

Not specified

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