Vice President, Global Planning & Contact Optimization

You Lead the Way. We’ve Got Your Back.

With the right backing, people and businesses have the power to progress in incredible ways. When you join Team Amex, you become part of a global and diverse community of colleagues with an unwavering commitment to back our customers, communities and each other. Here, you’ll learn and grow as we help you create a career journey that’s unique and meaningful to you with benefits, programs, and flexibility that support you personally and professionally.

At American Express, you’ll be recognized for your contributions, leadership, and impact—every colleague has the opportunity to share in the company’s success. Together, we’ll win as a team, striving to uphold our company values and powerful backing promise to provide the world’s best customer experience every day. And we’ll do it with the utmost integrity, and in an environment where everyone is seen, heard and feels like they belong.

Join Team Amex and let's lead the way together.

Description

The Global Capacity & Contact Management (GCCM) team in the Global Strategy and Enablement (GSE) organization provides operational support & delivery of results to the Global Servicing Group (GSG) for volume/demand forecasting, business finance planning, capacity/staff planning, configuration, real time performance management & monitoring across global markets.  GCCM provides world class support to enable our global customers to achieve core service level metrics and drive key performance outcomes within their organizations as part of the Customer First vision.  This Vice President of Global Planning & Contact Optimization role will lead a team of colleagues accountable for the delivery of operational outcomes against aggressive customer, shareholder, and colleague objectives.

Key Responsibilities Include:

• Provide leadership, coaching and development to a team of optimization, capacity planning & contact management colleagues globally
• Build strong relationships with key business partners across operational and support teams within GSG
• Accountable for the delivery of GSG servicing KPIs through real time management
• Accountable for schedule optimization and short-term planning
• Accountable for building and delivering on capacity plans for GSG including LRP and the Final Annual Plan
• Accountable for facilitating GSG hiring decisions through delivery of key metrics and data
• Influencing critical BU decisions through data analysis and scenario creation

Skills Required:

• Deep expertise in capacity management including critical business drivers
• Deep expertise in real time management, schedule optimization and short-term planning
• Ability to lead a complex multifunctional global team
• Strong relationship management skills with Senior stakeholders with an ability to influence and negotiate
• Strong change management skills
• Strong operational leadership skills with ability to coach and drive results through a team
• Strategic thought leadership required to build out scenarios and influence key decisions
• Ability to analyze data and provide insights to customers and stakeholders

We back our colleagues and their loved ones with benefits and programs that support their holistic well-being. That means we prioritize their physical, financial, and mental health through each stage of life. Benefits include:

• Competitive base salaries 
• Bonus incentives 
• Support for financial-well-being and retirement 
• Comprehensive medical, dental, vision, life insurance, and disability benefits (depending on location) 
• Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need 
• Generous paid parental leave policies (depending on your location) 
• Free access to global on-site wellness centers staffed with nurses and doctors (depending on location) 
• Free and confidential counseling support through our Healthy Minds program 
• Career development and training opportunities

American Express is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability status, age, or any other status protected by law.  

Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.