Product Owner - Contact Center Workforce Management Tools

Wells Fargo is seeking a Product Owner to help drive delivery for Contact Center Workforce Management technology solutions. This hybrid role in Charlotte, NC focuses on translating business needs into clear product execution, partnering across teams to deliver outcomes that support customer experience, operational efficiency, and business value. You will own product priorities, refine the backlog, and guide teams through Agile delivery while ensuring capabilities meet operational, risk, compliance, privacy, and security expectations.

What you’ll do

• Own and manage the product backlog for one or more Workforce Optimization product domains, aligning priorities to product strategy, business objectives, customer needs, and enterprise goals
• Work 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 development-ready
• Act as a key liaison between business stakeholders and technology partners to ensure requirements are clearly understood and solutions deliver intended business outcomes
• Collaborate with engineering teams across the software development lifecycle to clarify requirements, resolve 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 including sprint planning, backlog grooming, daily stand-ups, sprint reviews, retrospectives, and release planning
• Make prioritization decisions by balancing strategic commitments, customer value, operational needs, risk considerations, and technical dependencies
• Maintain transparency with proactive communication of priorities, dependencies, risks, and delivery timelines
• Support governance and compliance by ensuring product initiatives meet applicable regulatory, risk, privacy, and security requirements
• Evaluate complex operational and strategic initiatives and provide recommendations that support organizational goals
• Identify opportunities to improve efficiency, quality, scalability, and operational effectiveness through technology-enabled solutions
• Build strong cross-functional partnerships across business, operations, technology, risk, compliance, and vendor organizations
• Provide thought leadership and execution support for programs and initiatives that enhance workforce optimization capabilities and user experience

What you bring

• 4+ years of Business Execution, Implementation, or Strategic Planning experience, or equivalent demonstrated through a combination of work experience, training, military experience, and/or education
• Experience managing product backlogs, defining user stories, developing acceptance criteria, and partnering with development teams in Agile delivery environments
• Experience supporting product strategy execution, roadmap delivery, and feature prioritization for workforce management and contact center technology solutions
• Strong knowledge of contact center operations and Workforce Management disciplines, 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 collaboration with software engineering teams to deliver technology solutions from concept through implementation and adoption
• Experience working in Agile frameworks and tools including Scrum, Kanban, Jira, Confluence, and related product management platforms
• Strong understanding of release planning, dependency management, prioritization methodologies, 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 decision-making skills, with the ability to leverage data and customer insights
• Experience establishing scalable, 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 with a customer-centric, outcome-oriented mindset
• Experience leading Workforce Management modernization, contact center transformation programs, or CCaaS migrations is highly preferred

Location and role details

• Hybrid work schedule
• Not eligible for Visa sponsorship
• Relocation assistance not available
• 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

Posting end date: 24 Sep 2026. The job posting may come down early due to volume of applicants.