Product Owner, Workforce Management

American Express offers a role focused on modernizing and evolving workforce management capabilities across Global Servicing. You will help shape how teams forecast, schedule, optimize staffing, and manage performance with an increasingly intelligent Verint Workforce Management platform. This Sunrise, FL onsite position includes competitive compensation, strong benefits, and career development support.

What you’ll do

The Product Owner, Workforce Management will translate product strategy into practical delivery. You’ll own day-to-day backlog management for assigned capabilities and ensure work moves from business needs to well-defined requirements, user stories, and acceptance criteria.

• Translate Workforce Management product strategy and roadmap into prioritized user stories that improve forecasting, scheduling, staffing optimization, intraday management, and operational performance.
• Act as a key connection point across Workforce Management, Operations, Technology, Analytics, Digital Product, and Verint.
• Own the day-to-day product backlog and delivery for assigned Verint Workforce Management capabilities.
• Convert business needs into requirements and user stories, partnering with technology teams through design, development, testing, implementation, and adoption.
• Support the evolution of Verint into a reliable, scalable, and increasingly intelligent platform that enables better and faster staffing decisions.

What you bring

• Proven hands-on experience with Verint Workforce Management in a large-scale contact center environment, including configuration, administration, implementation, optimization, or product ownership.
• Bachelor’s degree in Business, Operations, Information Systems, Engineering, or a related field; equivalent professional experience considered.
• Proven experience in Workforce Management, Contact Center Operations, Product Management, Technology, or a related discipline.
• Experience serving as a Product Owner, Product Manager, Business Product Owner, or similar role supporting an enterprise technology platform.
• Strong workforce management knowledge across forecasting, scheduling, intraday management, staffing, capacity planning, and performance optimization.
• Experience translating business requirements into product features, user stories, acceptance criteria, and prioritized product backlogs.
• Experience with Agile methodologies including backlog refinement, sprint planning, testing, release planning, and product demonstrations.
• Experience partnering with Technology and business teams to deliver complex platform enhancements or implementations.
• Strong analytical and problem-solving skills using operational data, KPIs, and user insights to guide priorities and decisions.
• Ability to manage multiple priorities, dependencies, and stakeholders in a complex, highly matrixed environment.
• Strong written and verbal communication skills, with the ability to explain complex technical and operational concepts to different audiences.
• Demonstrated ability to build relationships and influence cross-functional partners.

Helpful experience (preferred)

• Advanced hands-on experience with Verint Workforce Management configuration, administration, or implementation.
• Verint Workforce Management certification or equivalent advanced platform expertise.
• Experience supporting enterprise-scale Verint implementations, upgrades, cloud migrations, or SaaS modernization initiatives.
• Experience with Verint integrations involving telephony, CRM, routing, HR, data, or digital servicing platforms.
• Experience with workforce management capabilities supporting voice and digital servicing channels.
• Experience with AI-enabled workforce optimization, forecasting, automation, intelligent scheduling, or intraday management capabilities.
• Experience developing product metrics, dashboards, and measurement frameworks to evaluate adoption and business outcomes.
• Experience working in large-scale, global, multi-site contact center environments.
• Familiarity with workforce optimization platforms such as NICE, Calabrio, or Genesys.
• Experience in financial services or another highly regulated industry.

Compensation and benefits

• Salary: USD 78,000 - 124,750 per year
• Competitive base salaries and bonus incentives
• 6% Company Match on retirement savings plan
• Free financial coaching and financial well-being support
• Comprehensive medical, dental, vision, life insurance, and disability benefits
• Flexible working model with hybrid, onsite, or virtual arrangements depending on role and business need
• 20+ weeks paid parental leave for all parents, regardless of gender, for pregnancy, adoption, or surrogacy
• Free access to global on-site wellness centers staffed with nurses and doctors (depending on location)
• Free and confidential counseling support through the Healthy Minds program
• Career development and training opportunities

Eligibility

Employment eligibility to work with American Express in the United States is required. The company will not pursue visa sponsorship for these positions.