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.

• 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.

• 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…