Vice President, Demand Optimization & Workforce Intelligence

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 management to optimize service levels and labor efficiency across regions/solutions.  

• AI Powered Workforce intelligence (IVA + sentiment + digital channel): 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).  

• Technology as productivity enabler: 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).  

• Operational analytics framework for planning: 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.  

• Business continuity & crisis response workforce coordination: Ensure operational resilience through capacity contingency planning and customer crisis response workforce mobilization.  

• Executive partnering: Partner closely with Service Delivery, Finance, Commercial and HR to balance data-driven planning with operational feasibility and commercial outcomes.  

• People leadership: Lead a highly matrixed global WFM leadership team; build capability, accountability, and a high-performance culture. 

What We’re Looking For 

• 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. 

• Travel industry experience preferred but not mandatory (e.g., TMC, airlines, hospitality, or other complex, high-variability transaction environments). 

• Bachelor’s degree required; advanced degree preferred. Quantitative degrees such as Statistics, Mathematics, Operations Research, Economics or Data Science preferred but not mandatory; MBA desirable. 

• Global leadership capability with experience leading geographically distributed teams in matrixed organizations; strong executive communication and influence kills. 

Location

The US national base salary range for this position is from 

The national range provided includes the base salary that Amex GBT expects to pay for the role.  Actual base salary will be based on factors including the scope and complexity of the role and the successful candidate’s relevant experience, skills, knowledge, and work location.

In addition to base salary, the anticipated range of which is posted above, this role is eligible for a discretionary annual bonus, which rewards participants based on company and individual performance and is also eligible for awards under our Equity Incentive Plan.

For information about our comprehensive US benefits programs and eligibility, please review our Benefits-at-a-Glance document.

Benefits at a glance

The #TeamGBT Experience

Work and life: Find your happy medium at Amex GBT.

• Flexible benefits are tailored to each country and start the day you do. These include health and welfare insurance plans, retirement programs, parental leave, adoption assistance, and 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.

• Develop the skills you want when the time is right for you, with access to over 20,000 courses on our learning platform, leadership courses, and new job openings available to internal candidates first.

• We strive to champion Inclusion in every aspect of our business at Amex GBT. You can 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.

• And much more!

All applicants will receive equal consideration for employment without regard to age, sex, gender (and characteristics related to sex and gender), pregnancy (and related medical conditions), race, color, citizenship, religion, disability, or any other class or characteristic protected by law.

Click Here for Additional Disclosures in Accordance with the LA County Fair Chance Ordinance.

Furthermore, we are committed to providing reasonable accommodation to qualified individuals with disabilities. Please let your recruiter know if you need an accommodation at any point during the hiring process. For details regarding how we protect your data, please consult the Amex GBT Recruitment Privacy Statement.

What if I don’t meet every requirement? If you’re passionate about our mission and believe you’d be a phenomenal addition to our team, don’t worry about “checking every box;" please apply anyway. You may be exactly the person we’re looking for!