Vice President of Demand Optimization (Remote, Global)

Job summary

A strategic enterprise leader responsible for global demand optimization and workforce intelligence within Traveler Care operations, focusing on forecasting, scheduling, and performance management. This role emphasizes productivity enhancement through advanced contact center technologies and AI-powered workforce management platforms.

Qualifications

• Over 10 years of leadership experience in workforce management, demand forecasting, and operations planning in large-scale service environments.
• Expertise in core workforce management capabilities, including forecasting, scheduling, and real-time management, with a focus on utilizing advanced analytics and technology.
• Proven ability to deliver operational and financial results through data-driven planning and cross-functional collaboration.
• Experience in leading enterprise transformation initiatives with strong governance and stakeholder management skills.
• Strong commercial acumen with the ability to align operational plans with financial outcomes.
• Travel industry experience is preferred but not required.
• Bachelor’s degree is required; advanced degrees in quantitative fields are preferred.

Responsibilities

• Develop and execute multi-year demand and workforce strategies to enhance productivity and cost-effectiveness.
• Manage end-to-end forecasting and staffing plans, utilizing AI for real-time management to optimize service levels.
• Analyze automation volumes and sentiment trends to inform demand models and staffing assumptions.
• Implement advanced workforce management tools to automate processes and improve decision-making.
• Establish KPIs and dashboards to monitor service levels and workforce efficiency.
• Coordinate workforce mobilization for business continuity and crisis response.
• Collaborate with various departments to ensure operational feasibility and commercial success.
• Lead a global workforce management team, fostering a high-performance culture.

Skills

• Strong analytical and communication skills.
• Ability to translate operational insights into actionable strategies.
• Experience with contact center technologies and workforce management tools.
• Leadership skills in managing geographically distributed teams.

Education

• Bachelor’s degree required; advanced degree preferred.

Tools

• Familiarity with AI-driven workforce management platforms and contact center technologies.