Vice President, Demand Optimization & Workforce Intelligence

Job description

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. A strategic and hands-on enterprise leader 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. What You’ll Do: - Enterprise demand optimization & capacity strategy : Build and execute multi-year demand and workforce strategies aligned to productivity, cost effectiveness, quality, and utilization outcomes. - Forecasting, scheduling & real-time orchestration : Own end-to-end forecasting and staffing plans; lead AI driven intraday/real-time m...