Vice President, Demand Optimization & Workforce Intelligence

Amex GBT

Base: $127,400.00 - $236,600.00; bonus/equity: dis...
Not specified (assumed to be flexible or hybrid based on leadership role)
10+ years workforce management leadership
Ai-driven forecasting and scheduling expertise
Global matrixed team leadership experience
Amex GBT is seeking a Vice President of Demand Optimization & Workforce Intelligence to lead global workforce management and demand optimization strategies, focusing on enhancing productivity through advanced analytics and technology. The ideal candidate will have extensive experience in workforce management, operational planning, and data-driven decision-making in large-scale service environments

Job Summary

  • This strategic enterprise leader is responsible for global demand optimization and workforce intelligence across Traveler Care operations.
  • The role leverages modern AI-powered WFM platforms and contact center technologies to accelerate productivity and optimize service levels.
  • Candidates will lead a highly matrixed global WFM leadership team while partnering with Service Delivery, Finance, and HR to balance planning with commercial outcomes.

Matching Summary

Match Score: 85

Amex GBT is seeking a Vice President of Demand Optimization & Workforce Intelligence to lead global workforce management and demand optimization strategies, focusing on enhancing productivity through advanced analytics and technology. The ideal candidate will have extensive experience in workforce management, operational planning, and data-driven decision-making in large-scale service environments.

Salary

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

Skills & Requirements

Must-have

  • 10+ years workforce management leadership
  • AI-driven forecasting and scheduling expertise
  • Global matrixed team leadership experience
  • Contact center technology implementation skills
  • Data-driven operational analytics framework

Nice-to-have

  • Travel industry background preferred
  • Strong commercial and financial acumen
  • Experience with IVA containment strategies
  • Inclusive and collaborative culture fit
  • Advanced degree in quantitative fields

Key Requirements

  • Bachelor's degree required; advanced degree preferred
  • 10+ years progressive leadership in workforce management
  • Quantitative degrees or MBA desirable

Work Rights

Not specified

Tailored Resume

Cover Letter