Vice President, Demand Optimization & Workforce Intelligence

American Express Global Business Travel

About The Position

Amex GBT is a place where colleagues find inspiration in travel as a force for good and – through their work – can make an impact on our industry. We’re here to help our colleagues achieve success and offer an inclusive and collaborative culture where your voice is valued. This is a strategic and hands-on enterprise leader role responsible for global demand optimization and workforce intelligence across Traveler Care/Traveler Experience operations. The role owns forecasting, scheduling, real-time performance management and capacity strategy, while accelerating productivity through contact center technologies (e.g., IVA, sentiment analytics, intelligent routing signals) and modern AI powered WFM platforms. This role requires a blend of workforce planning expertise, deep analytical skills, impeccable communication and operationalize data-driven insights.

Requirements

10+ years of progressive leadership experience in workforce management, demand forecasting, capacity planning and/or operations planning within large-scale, multi-site service environments (voice and digital channels).
Demonstrated depth across core WFM capabilities (forecasting, scheduling, intraday/real-time management, shrinkage planning, adherence, staffing and capacity modelling, service level and productivity optimization) combined with the ability to evolve these practices using advanced analytics and contact center technology signals (e.g., IVA containment/deflection, channel mix shifts, intelligent routing data, sentiment and quality analytics, and scenario modelling).
Proven track record delivering measurable operational and financial outcomes (cost-to-serve, utilization, productivity, service level performance) through data-driven planning, tooling/process modernization and cross-functional alignment.
Experience leading enterprise transformation initiatives (standardization, WFM/contact center tooling implementations, operating model change), with strong governance, stakeholder management and delivery discipline.
Strong commercial and financial acumen with the ability to translate operational plans into P&L outcomes and workforce investment cases.
Bachelor’s degree required.
Global leadership capability with experience leading geographically distributed teams in matrixed organizations; strong executive communication and influence skills.

Nice To Haves

Travel industry experience preferred but not mandatory (e.g., TMC, airlines, hospitality, or other complex, high-variability transaction environments).
Advanced degree preferred.
Quantitative degrees such as Statistics, Mathematics, Operations Research, Economics or Data Science preferred but not mandatory.
MBA desirable.

Responsibilities

Build and execute multi-year demand and workforce strategies aligned to productivity, cost effectiveness, quality, and utilization outcomes.
Own end-to-end forecasting and staffing plans; lead AI driven intraday/real-time management to optimize service levels and labor efficiency across regions/solutions.
Translate IVA containment, automation volumes, sentiment trends and channel-mix shifts into demand models, staffing assumptions, and performance actions (e.g., re-forecasting, skill mix, coaching triggers).
Assess and implement state-of-the-art WFM / contact center tooling and analytics to automate core WFM processes and improve decisioning (dashboards, insights, scenario modelling).
Establish KPIs and dashboards as a reliable “source of truth” for service levels, workforce efficiency, and cost drivers; continuously improve forecast accuracy and adherence insights.
Ensure operational resilience through capacity contingency planning and customer crisis response workforce mobilization.
Partner closely with Service Delivery, Finance, Commercial and HR to balance data-driven planning with operational feasibility and commercial outcomes.
Lead a highly matrixed global WFM leadership team; build capability, accountability, and a high-performance culture.

Benefits

Flexible benefits tailored to each country and start the day you do.
Health and welfare insurance plans.
Retirement programs.
Parental leave.
Adoption assistance.
Wellbeing resources to support you and your immediate family.
Travel perks: get a choice of deals each week from major travel providers on everything from flights to hotels to cruises and car rentals.
Access to over 20,000 courses on our learning platform.
Leadership courses.
New job openings available to internal candidates first.
Connect with colleagues through our global INclusion Groups, centered around common identities or initiatives, to discuss challenges, obstacles, achievements, and drive company awareness and action.