Vice President, Demand Optimization & Workforce Intelligence

Amex GBT is seeking a Vice President, Demand Optimization & Workforce Intelligence to lead global demand optimization and workforce intelligence across Traveler Care/Traveler Experience operations. The role requires a blend of workforce planning expertise, deep analytical skills, and communication and operationalize data-driven insights. The ideal candidate will have 10+ years of progressive leadership experience in workforce management, demand forecasting, capacity planning, and/or operations planning within large-scale, multi-site service environments.

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
• Demonstrated depth across core WFM capabilities (forecasting, scheduling, intraday/real-time management, shrinkage planning, adherence, staffing and capacity modelling, service level and productivity optimization)
• Proven track record delivering measurable operational and financial outcomes through data-driven planning, tooling/process modernization and cross-functional alignment

Benefits

• Flexible benefits tailored to each country
• Health and welfare insurance plans
• Retirement programs
• Parental leave
• Adoption assistance
• Wellbeing resources
• Travel perks
• Access to over 20,000 courses on the learning platform
• Leadership courses
• Job openings available to internal candidates first