Vice President, Demand Optimization & Workforce Intelligence

Responsibilities

• Build and execute multi-year global demand and workforce strategies aligned with productivity, cost-effectiveness, and utilization.
• Own end-to-end forecasting, scheduling, and real-time orchestration to optimize service levels and labor efficiency.
• Utilize AI-powered workforce intelligence, including IVA containment and sentiment analytics, to drive demand models and staffing assumptions.
• Implement state-of-the-art WFM and contact center technologies to automate processes and improve decision-making through scenario modeling.
• Establish operational analytics frameworks and KPIs to serve as a reliable source of truth for workforce efficiency and cost drivers.
• Lead a highly matrixed global WFM leadership team, fostering a high-performance culture and building organizational capability.
• Partner with Service Delivery, Finance, Commercial, and HR leaders to balance data-driven planning with commercial outcomes.

Requirements

• 10+ years of progressive leadership experience in workforce management, demand forecasting, or capacity planning within large-scale service environments.
• Deep expertise in core WFM capabilities including scheduling, shrinkage planning, adherence, and capacity modeling.
• Proven track record of delivering measurable financial and operational outcomes through process modernization and enterprise transformation.
• Strong commercial and financial acumen with the ability to translate operational plans into P&L outcomes.
• Experience leading geographically distributed teams in a matrixed global organization.
• Bachelor's degree is required; advanced degrees in quantitative fields like Statistics, Mathematics, or Economics are preferred.

Preferred Qualifications

• Experience in the travel industry (TMC, airlines, or hospitality) or other high-variability transaction environments.
• Experience implementing advanced contact center technologies and AI-driven WFM platforms.
• MBA or other advanced professional degrees.

Benefits

• Flexible benefits tailored to local needs, including health, welfare, and retirement programs.
• Travel perks including weekly deals on flights, hotels, cruises, and car rentals.
• Access to extensive learning platforms with over 20,000 courses and leadership development opportunities.
• Inclusive culture supported by global INclusion Groups.

About the Company

Amex GBT is a global leader in travel management, where colleagues find inspiration in travel as a force for good. We offer an inclusive and collaborative culture where every voice is valued and employees are empowered to make a significant impact on the industry.