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Product Owner - Contact Center Workforce Management Tools

Wells Fargo Chandler, AZ

Chandler, AZ

Today

$87k - $140k/yr Full time Ai Product Management Atlassian Cloud Platform

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Job Description

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

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