Vice President, Demand Optimization & Workforce Intelligence

Amex GBT

Base: $127,400.00 - $236,600.00 usd; bonus/equity:...
Not specified (assumed to be flexible given the global nature of the role).
10+ years workforce management leadership
Enterprise demand forecasting and capacity planning
Ai-powered wfm platform implementation
Amex GBT is seeking a Vice President of Demand Optimization & Workforce Intelligence to lead global demand strategies and workforce planning within its Traveler Care operations. The ideal candidate will possess extensive experience in workforce management and analytics, with a strong focus on technology-driven solutions to enhance productivity and service levels

Job Summary

  • This strategic enterprise leader role is responsible for global demand optimization and workforce intelligence across Traveler Care operations at Amex GBT.
  • The position requires deep analytical skills to operationalize data-driven insights using modern AI-powered workforce management platforms and contact center technologies.
  • 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 demand strategies and workforce planning within its Traveler Care operations. The ideal candidate will possess extensive experience in workforce management and analytics, with a strong focus on technology-driven solutions to enhance productivity and service levels.

Salary

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

Skills & Requirements

Must-have

  • 10+ years workforce management leadership
  • Enterprise demand forecasting and capacity planning
  • AI-powered WFM platform implementation
  • Real-time intraday management expertise
  • Multi-site global team leadership

Nice-to-have

  • Travel industry experience preferred
  • Quantitative degree in Statistics or Data Science
  • MBA or advanced degree desirable
  • Strong commercial and financial acumen
  • Experience with IVA containment analytics

Key Requirements

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

Work Rights

Not specified

Tailored Resume

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