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.
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 (voice and digital channels).
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
Global
The US national base salary range for this position is from
$127,400.00 - $236,600.00
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 c
Benefits
Equity / stock optionsPerformance bonus
Additional Information
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.
Travelhrportal · Worldwide