Product Owner - Contact Center Workforce Management Tools

Wells Fargo is seeking a Product Owner for Contact Center Workforce Management Tools to lead the delivery of workforce management and contact center technology solutions. The role connects product strategy with execution by managing product backlogs, shaping requirements and acceptance criteria, and collaborating with business and technology teams to achieve business outcomes.

Responsibilities

• Own and manage the product backlog for one or more Workforce Optimization product domains, ensuring priorities reflect product strategy, business objectives, customer needs, and enterprise goals.
• Partner with Product Managers, Technology Leaders, Architects, and Delivery Teams to translate roadmap initiatives into user stories, detailed requirements, and acceptance criteria.
• Lead backlog refinement to keep work prioritized, estimated, and development-ready.
• Act as a liaison between business stakeholders and technology partners to ensure requirements are 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.
• Drive prioritization decisions by balancing strategic commitments, customer value, operational needs, risk considerations, and technical dependencies.
• Maintain transparency through backlog management practices and proactive communication of priorities, dependencies, risks, and delivery timelines.
• Ensure product initiatives comply with governance, regulatory, risk, privacy, and security requirements.
• Evaluate complex business, operational, and strategic initiatives and provide recommendations aligned with organizational goals and product objectives.
• Identify technology-enabled opportunities to improve efficiency, quality, scalability, and operational effectiveness.
• Build 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 demonstrated through one or a combination of work experience, training, military experience, or education.

Preferred Qualifications

• 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 ability to collaborate with software engineering teams to deliver technology solutions from concept through implementation and adoption.
• Experience working within 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, problem-solving, and decision-making skills, with the ability to use 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.

Required Tools and Frameworks

• Scrum
• Kanban
• Jira
• Confluence

Job Expectations

• Hybrid work schedule.
• Visa sponsorship is not available for this position.
• Relocation assistance is not available for this position.

Location

• West Des Moines, IA (hybrid)

• 1525 WWT Harris Blvd. Charlotte, North Carolina 28262
• 655 South 50th Street. West Des Moines, Iowa 50265
• 2800 South Price Road. Chandler, Arizona 85286

Compensation

• 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

Posting Details

• Posting end date: 26 Oct 2026
• Job posting may come down early due to volume of applicants.

Wells Fargo Recruitment and Hiring Requirements

• Third-party recordings are prohibited unless authorized by Wells Fargo.
• You must directly represent your own experiences during the recruiting and hiring process.