Vice President, Demand Optimization & Workforce Intelligence

Amex GBT

United States
Base: $127,400.00 - $236,600.00 usd; bonus/equity:...
Not specified (assumed hybrid based on industry trends).
10+ years workforce management leadership
Ai-driven forecasting and scheduling
Global contact center capacity planning
Amex GBT is seeking a Vice President for Demand Optimization & Workforce Intelligence to lead global demand and workforce strategies, focusing on enhancing productivity through advanced technologies in a collaborative culture. The ideal candidate should possess extensive experience in workforce management and analytical skills, along with strong leadership capabilities

Job Summary

  • This role serves as a strategic enterprise leader responsible for global demand optimization and workforce intelligence across Traveler Care operations.
  • The position requires owning end-to-end forecasting, staffing plans, and leading AI-driven intraday management to optimize service levels and labor efficiency.
  • Candidates will benefit from flexible benefits tailored to each country, including health insurance, retirement programs, and access to over 20,000 learning courses.

Matching Summary

Match Score: 85

Amex GBT is seeking a Vice President for Demand Optimization & Workforce Intelligence to lead global demand and workforce strategies, focusing on enhancing productivity through advanced technologies in a collaborative culture. The ideal candidate should possess extensive experience in workforce management and analytical skills, along with strong leadership capabilities.

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, and travel perks

Skills & Requirements

Must-have

  • 10+ years workforce management leadership
  • AI-driven forecasting and scheduling
  • Global contact center capacity planning
  • Real-time performance management
  • WFM platform implementation experience

Nice-to-have

  • Travel industry background preferred
  • Quantitative degree in Statistics or Data Science
  • MBA or advanced degree desirable
  • Strong executive communication skills
  • Experience with IVA and sentiment analytics

Key Requirements

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

Work Rights

Not specified

Tailored Resume

Cover Letter