Director - Strategic Planning

At American Express, our culture is built on a 175-year history of innovation, shared values and Leadership Behaviors, and an unwavering commitment to back our customers, communities, and colleagues. As part of Team Amex, you'll experience this powerful backing with comprehensive support for your holistic well-being and many opportunities to learn new skills, develop as a leader, and grow your career.

Here, your voice and ideas matter, your work makes an impact, and together, you will help us define the future of American Express.

Description

The Global Capacity & Contact Management (GCCM) team in the Global Strategy Enablement and Control (GSEC) 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 Director 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.

How will you make an impact in this role?

• 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.
• Delivery of GSG servicing KPIs through real time management, schedule optimization and planning activities including LRP and 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
• Support and provide thought leadership for cross-functional initiatives.

Minimum Qualifications

• Prior people leadership experience with demonstrated ability to lead and motivate a highly engaged team in diverse geographies and advanced skill sets.
• Preferred prior expertise in real time management, schedule optimization, capacity planning, data and analytics domains
• Strong relationship management skills with Senior stakeholders with an ability to influence and negotiate
• Strategic thought leadership required to build out scenarios and influence key decisions
• Highly analytical with ability to translate data into actionable insights.
• Understanding of & experience with Statistical techniques/ analysis.

Salary Range: $123,000.00 to $215,250.00 annually + bonus + equity (if applicable) + benefits

The above represents the expected salary range for this job requisition. Ultimat