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 a...