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Job Information

American Express Operations Analyst - Workforce Management, Service Level Planning- Travel & Lifestyle Services in Annapolis, Maryland


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

At American Express, we know that with the right backing, people and businesses have the power to progress in incredible ways. Whether we’re supporting our customers’ financial confidence to move ahead, taking commerce to new heights, or encouraging people to explore the world, our colleagues are constantly redefining what’s possible — and we’re proud to back each other every step of the way. When you join #TeamAmex, you become part of a diverse community of over 60,000 colleagues, all with a common goal to deliver an exceptional customer experience every day. We back our colleagues with the support they need to thrive, professionally and personally. That’s why we have Amex Flex, our enterprise working model that provides greater flexibility to colleagues while ensuring we preserve the important aspects of our unique in-person culture. Depending on role and business needs, colleagues will either work onsite, in a hybrid model (combination of in-office and virtual days) or fully virtually.

American Express Travel and Lifestyle Services (TLS) is looking for an Operations Analyst to join our Workforce Management – Service Level Planning Team. This team provides strategic resource planning to achieve both service and financial performance targets.

This position is responsible for short term resource management, aligning staffing levels with the Networks’ incoming calls and other associated workload. To be successful in this role, candidates must be able to execute strategic planning efforts while balancing multiple requests for staff adjustments based on current workload trends and demands for non-workload related activities like trainings and projects.

These goals will be achieved by providing ongoing analysis of key performance metrics, aligning with business partners to establish staffing requirements, and providing effective communication to our network partners. Candidates should be comfortable explaining the staffing risks and opportunities to all levels of the organizations.

Previous experience in service level and/or workforce management highly preferred

  • Operational experience using workforce management software for forecasting and planning (Genesys experience strongly preferred)

  • Proficient with Microsoft Excel and PowerPoint

  • Models a Growth Mindset, embracing challenges and new opportunities

  • Ability to identify and implement effective process improvements, by generating new insights or modified approaches

  • Intellectual curiosity and ability to learn new technology, systems, or tools, to identify ways to improve current processes and procedures

  • Solid attention to detail with fantastic organizational and project skills

  • Excellent relationship management skills, to work collaboratively across lines of business

  • Effective and professional communication skills, as this role will work with various levels of the organization, either written or verbally

  • Ability to accurately track and analyze data, to identity and report staffing trends

This team covers office hours Monday-Friday during first shift hours. However, there may be instances where evening and weekend support are required.


In order to work in or visit any of our offices in the United States, we require colleagues to be fully vaccinated against COVID-19.

If the role you are applying for is designated as hybrid or onsite, you will be required to demonstrate that you have completed your primary COVID-19 vaccination series (i.e., 2 doses for Moderna/Pfizer and 1 dose or J&J) in order to work in or visit any of our offices. This requirement is subject to legally required accommodations.

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

Employment eligibility to work with American Express in the U.S. is required as the company will not pursue visa sponsorship for this position.

US Job Seekers/Employees - Click here to view the “ EEO is the Law ” poster and supplement and the Pay Transparency Policy Statement . If the links do not work, please copy and paste the following URLs in a new browser window: https://www.dol.gov/agencies/ofccp/posters to access the three posters.

Job: Operations

Primary Location: United States

Other Locations: US-Arizona-Phoenix, US-Florida-Sunrise

Schedule Full-time

Req ID: 22023078