American Express
Director, Workforce Management (Verint)
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Job Description
Global Servicing (GS) oversees consumer travel and concierge experiences, all card customer service functions for the company’s global consumer, banking, merchant, and commercial customers, as well as the key enablement functions that power our products and services. GS provides the world’s best customer experience every day by building on Amex’s 175-year legacy of service excellence, leveraging new technologies and capabilities to drive transformation, and bringing a human touch to each customer interaction.
The Director of Workforce Management will lead the modernization of the Verint Workforce Management platform, transforming how workforce management enables efficient, customer-centric day-to-day servicing. As the Product Owner, this leader will define the strategic vision, roadmap, and execution of workforce management capabilities, partnering across Operations, Technology, and Product teams to deliver innovative solutions that improve forecasting, scheduling, staffing optimization, and operational performance. The role combines strategic leadership with product ownership to drive continuous improvement, platform adoption, and measurable business outcomes.
Responsibilities
- Define the Verint product vision, strategy, and roadmap for workforce management and intra-day staffing.
- Lead the modernization of the Verint Workforce Management platform to enhance operational efficiency and improve the servicing experience.
- Serve as the Product Owner for Workforce Management capabilities, defining and prioritizing the product roadmap aligned with business objectives.
- Partner with Operations, Technology, Digital Product, Analytics, and vendor teams to deliver scalable workforce management solutions.
- Translate business needs into product requirements, features, user stories, and prioritized backlogs to drive platform enhancements.
- Oversee platform implementation, configuration, testing, deployment, and adoption of new capabilities.
- Drive continuous improvement through automation, optimization, and data-driven decision making.
- Establish governance for workforce management processes, ensuring platform stability, compliance, and operational excellence.
- Monitor key performance indicators and leverage insights to improve forecasting, scheduling, staffing, and intraday management capabilities.
- Lead change management efforts, including stakeholder engagement, communication, and training to ensure successful adoption.
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People Leadership:
- Build and lead high-performing teams of product managers and subject matter experts.
- Foster a culture of innovation, accountability, continuous learning, and excellence in product management and agile delivery.
Qualifications
Minimum Qualifications:
- Proven hands-on experience administering and optimizing the Verint Workforce Management platform in a large-scale, multi-site contact center environment.
- Bachelor's degree in Business, Operations, Information Systems, Engineering, or a related field; equivalent experience considered.
- Proven progressive experience in Workforce Management, Contact Center Operations, Product Management, or a related field.
- Proven experience serving as a Product Owner or Product Manager for an enterprise application, including roadmap development, backlog prioritization, and delivery of new capabilities.
- Demonstrated experience leading enterprise-scale implementations, upgrades, or modernization efforts for Verint Workforce Management.
- Strong knowledge of workforce management disciplines including forecasting, scheduling, intraday management, capacity planning, and performance optimization.
- Experience partnering with Technology, Operations, Analytics, and third-party vendors to deliver complex cross-functional initiatives.
- Experience using Agile methodologies, including writing user stories, managing product backlogs, and participating in sprint planning and release management.
- Strong analytical and problem-solving skills with experience leveraging data and KPIs to drive product and operational decisions.
- Excellent executive communication, stakeholder management, and influence skills.
- Proven experience leading and developing high-performing Product Management teams, including coaching Product Owners and Product Managers while fostering a customer-centric, outcome-driven product culture.
Preferred Qualifications
- Master's degree (MBA or related field or related experience).
- Verint Workforce Management certifications or advanced Verint implementation experience.
- Experience leading cloud migrations or SaaS modernization initiatives.
- Experience integrating Verint with telephony, CRM, or digital servicing platforms.
- Experience with AI-enabled workforce optimization capabilities, automation, and digital channel management.
- Experience managing enterprise vendor relationships and contract negotiations.
- Knowledge of workforce optimization platforms beyond Verint (NICE, Calabrio, Genesys) is a plus.
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Employment eligibility to work with American Express in the UK is required as the company will not pursue visa sponsorship for these positions.
About Us
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. From delivering differentiated products to providing world-class customer service, we operate with a strong risk mindset, ensuring we continue to uphold our brand promise of trust, security, and service.
As part of Team Amex, you’ll experience our 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.
About The Team
We back you with benefits that support your holistic well-being so you can be and deliver your best. This means caring for you and your loved ones' physical, financial, and mental health, as well as providing the flexibility you need to thrive personally and professionally:
- 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
Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.
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