Product Owner - Contact Center Workforce Management Tools

Wells Fargo is seeking a Product Owner for Contact Center Workforce Management tools within the Workforce Optimization Product Team. This role connects product strategy to day-to-day execution by translating roadmap priorities into actionable work, leading backlog outcomes, and partnering across business, technology, and delivery groups to support measurable operational results.

Based in West Des Moines, IA (hybrid), this position supports workforce management and contact center technology solutions through product ownership, backlog refinement, and cross-functional collaboration across the software development lifecycle.

What you will do

• Own and manage the product backlog for one or more Workforce Optimization product domains, keeping priorities aligned to product strategy, business objectives, customer needs, and enterprise goals
• Partner with Product Managers, Technology Leaders, Architects, and Delivery Teams to convert roadmap initiatives into user stories, detailed requirements, and acceptance criteria
• Lead backlog refinement so work is prioritized, estimated, and ready for development
• Act as a liaison between business stakeholders and technology partners to ensure requirements are clearly understood and solutions achieve intended business outcomes
• Collaborate with engineering teams throughout the software development lifecycle to clarify requirements, remove obstacles, validate solutions, and support implementation
• Define and maintain business rules, acceptance criteria, and functional requirements, ensuring delivered capabilities meet operational, risk, compliance, and customer expectations
• Participate in Agile ceremonies such as sprint planning, backlog grooming, daily stand-ups, sprint reviews, retrospectives, and release planning
• Drive prioritization decisions by balancing strategic commitments, customer value, operational needs, risk considerations, and technical dependencies
• Maintain transparency through proactive communication of priorities, dependencies, risks, and delivery timelines
• Ensure initiatives comply with applicable governance, regulatory, risk, privacy, and security requirements
• Evaluate complex business, operational, and strategic initiatives and provide recommendations aligned to organizational goals and product objectives
• Identify technology-enabled opportunities to improve efficiency, quality, scalability, and operational effectiveness
• Build and maintain strong cross-functional partnerships across business, operations, technology, risk, compliance, and vendor organizations
• Provide thought leadership and execution support for programs, services, and initiatives that improve workforce optimization capabilities and user experience

Required experience

• 4+ years of Business Execution, Implementation, or Strategic Planning experience, or equivalent demonstrated through a combination of work experience, training, military experience, or education

Technologies

• Scrum, Kanban
• Jira, Confluence

Preferred background

• Experience managing product backlogs, defining user stories, developing acceptance criteria, and partnering with development teams in Agile delivery environments
• Experience executing product strategy, supporting roadmap delivery, and contributing to feature prioritization for workforce management and contact center technology solutions
• Strong knowledge of contact center operations and Workforce Management, including forecasting, capacity planning, scheduling, intraday management, real-time operations, workforce engagement, and performance analytics
• Experience supporting Contact Center as a Service (CCaaS) platforms and related transformation initiatives
• Proven ability to collaborate with software engineering teams from concept through implementation and adoption
• Experience with Agile frameworks and tools including Scrum, Kanban, Jira, Confluence, and related product management platforms
• Strong understanding of release planning, dependency management, prioritization methods, and cross-functional delivery coordination
• Experience with Workforce Management and Workforce Engagement platforms such as Verint, NICE, Genesys, Alvaria/Aspect, Intradiem, Five9, or similar solutions
• Demonstrated success driving measurable operational improvements through workforce optimization technologies and process enhancements
• Strong analytical and problem-solving skills, with the ability to leverage data and customer insights to influence outcomes
• Experience establishing scalable and repeatable processes that improve delivery execution, team effectiveness, and customer experience
• Excellent communication, facilitation, stakeholder management, and executive presentation skills
• Ability to work in a fast-paced environment, manage competing priorities, and lead through ambiguity while maintaining a customer-centric, outcome-oriented mindset
• Experience leading Workforce Management modernization efforts, contact center transformation programs, or CCaaS migrations is highly preferred

Compensation and work details

• Salary: USD 87,000 - 140,000 per year
• Work schedule: Hybrid
• Visa sponsorship: Not eligible
• Relocation assistance: Not available

Additional posting information

• Posting end date: 18 Sep 2026 (may come down early due to volume of applicants)
• Applicants with disabilities: To request a medical accommodation during the application or interview process, visit Disability Inclusion at Wells Fargo
• Drug and alcohol policy: Wells Fargo maintains a drug free workplace
• Recruitment and hiring requirements: Third-party recordings are prohibited unless authorized by Wells Fargo; applicants must directly represent their own experiences during the recruiting and hiring process

Posting locations

• 1525 WWT Harris Blvd. Charlotte, North Carolina 28262
• 655 South 50th Street. West Des Moines, Iowa 50265
• 2800 South Price Road. Chandler, Arizona 85286
• NC- Charlotte Pay Range: $87,000 – $140,000 Annually
• IA- West Des Moines Pay Range: $87,000 – $140,000 Annually
• AZ- Chandler Pay Range: $87,000 – $140,000 Annually