Product Owner - Contact Center Workforce Management Tools

Wells Fargo is seeking a Product Owner for Contact Center Workforce Management Tools to bridge product strategy and delivery for the Workforce Optimization Product Team.

Responsibilities

• Own and manage the product backlog for one or more Workforce Optimization product domains, ensuring priorities support product strategy, business objectives, customer needs, and enterprise goals
• Collaborate with Product Managers, technology leaders, architects, and delivery teams to convert roadmap initiatives into actionable user stories, detailed requirements, and clear acceptance criteria
• Lead backlog refinement to keep work prioritized, estimated, and ready for development
• Act as a key liaison between business stakeholders and technology partners to ensure requirements are understood and solutions deliver intended business outcomes
• Work closely with engineering 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 while ensuring capabilities meet operational needs, risk considerations, compliance requirements, and customer expectations
• Participate in Agile ceremonies, including sprint planning, backlog grooming, daily stand-ups, sprint reviews, retrospectives, and release planning
• Make prioritization decisions that balance strategic commitments, customer value, operational needs, risk factors, and technical dependencies
• Maintain backlog transparency through proactive communication of priorities, dependencies, risks, and delivery timelines
• Ensure initiatives align with applicable governance, regulatory, risk, privacy, and security requirements
• Assess complex business, operational, and strategic initiatives and provide recommendations aligned to organizational goals and product objectives
• Identify opportunities to improve efficiency, quality, scalability, and operational effectiveness using technology-enabled solutions
• Build and sustain cross-functional partnerships across business, operations, technology, risk, compliance, and vendor organizations
• Provide thought leadership and execution support for programs, services, and initiatives that enhance workforce optimization capabilities and user experience

Requirements

• 4+ years of Business Execution, Implementation, or Strategic Planning experience (or equivalent via work experience, training, military experience, or education)
• Experience managing product backlogs, defining user stories, creating 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 ability to collaborate 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
• Analytical and problem-solving capability 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 with a customer-centric, outcome-oriented mindset
• Experience leading Workforce Management modernization efforts, contact center transformation programs, or CCaaS migrations is highly preferred

Technologies

• Scrum
• Kanban
• Jira
• Confluence
• Verint
• NICE
• Genesys
• Alvaria/Aspect
• Intradiem
• Five9

Job Expectations

• Hybrid work schedule
• Not eligible for Visa sponsorship
• Relocation assistance is 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

Additional Information

• Posting end date: 26 Oct 2026 (job posting may come down early due to volume of applicants)
• Wells Fargo maintains a drug-free workplace
• Third-party recordings are prohibited unless authorized by Wells Fargo
• During recruiting and hiring, Wells Fargo requires you to directly represent your own experiences

Compensation: USD 87,000 - 140,000 per year

Minimum experience: 4 years