Director, Workforce Management (Verint)

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 optimiz...