Staff, Product Manager - Workforce Management

Walmart • Bentonville, AR

6h • Onsite

About The Position

This role involves defining and executing the product strategy and roadmap for Workforce Management (WFM) capabilities within the CCaaS platform. The Product Manager will partner with customers, operations leaders, and cross-functional teams to identify pain points and translate them into scalable product solutions. Key responsibilities include driving initiatives across forecasting, scheduling, real-time management, staffing optimization, and workforce analytics. The role requires collaboration with engineering and design teams to deliver intuitive, reliable, and high-performing products, leveraging AI/ML opportunities to improve staffing accuracy, automation, and operational decision-making. The Product Manager will balance short-term operational needs with long-term platform scalability and innovation, define success metrics, and use data-driven insights to continuously improve product outcomes. This position also serves as a thought leader for workforce management and contact center transformation initiatives.

Requirements

• Experience managing WFM products or platforms within CCaaS, contact center, or enterprise customer operations environments
• Strong understanding of workforce optimization concepts including forecasting, scheduling, adherence, occupancy, shrinkage, and service-level management
• Proven ability to influence cross-functional teams and drive alignment across technical and business stakeholders
• Strong analytical, communication, and product strategy skills
• Experience working with enterprise SaaS platforms, APIs, and operational tooling ecosystems
• Ability to thrive in complex, fast-paced environments and lead through ambiguity
• Bachelor’s degree in computer science, engineering, or related area and 7 years’ experience in product management OR 9 years’ experience in product management or related area.

Nice To Haves

• Bachelor’s degree in Business, Technology, Engineering, or related field
• 8+ years of product management experience, including ownership of complex enterprise platforms or operational systems
• Experience leading large-scale product strategy or transformation initiatives
• Experience working with Workforce Management, Contact Center, CCaaS, or operational technology platforms
• Strong analytical and problem-solving skills with the ability to synthesize data into strategic recommendations
• Experience partnering with engineering, architecture, and business stakeholders in highly matrixed organizations
• Experience evaluating enterprise SaaS platforms and vendor ecosystems
• Knowledge of Workforce Management capabilities including forecasting, scheduling, real-time adherence, capacity planning, and agent experience
• Familiarity with Agile product development methodologies and MVP delivery models
• Experience conducting gap analyses, operational assessments, and technology evaluations
• Executive communication and presentation experience
• Strong understanding of enterprise architecture, cloud technologies, integrations, and platform ecosystems
• Master’s degree in Computer Science, Engineering, Business Administration, or related area and 6 years’ experience as a product manager, ideally working on consumer-facing, large-scale, highly complex B2B/C products
• Background in creating inclusive digital experiences, demonstrating knowledge in implementing Web Content Accessibility Guidelines (WCAG) 2.2 AA standards, assistive technologies, and integrating digital accessibility seamlessly
• Knowledge of accessibility best practices and joining to create accessible products and services following Walmart’s accessibility standards and guidelines for supporting an inclusive culture.

Responsibilities

• Define and execute the product strategy and roadmap for WFM capabilities within the CCaaS platform
• Partner with customers, operations leaders, and cross-functional teams to identify pain points and translate them into scalable product solutions
• Drive initiatives across forecasting, scheduling, real-time management, staffing optimization, and workforce analytics
• Collaborate with engineering and design teams to deliver intuitive, reliable, and high-performing products
• Leverage AI/ML opportunities to improve staffing accuracy, automation, and operational decision-making
• Balance short-term operational needs with long-term platform scalability and innovation
• Define success metrics and use data-driven insights to continuously improve product outcomes
• Serve as a thought leader for workforce management and contact center transformation initiatives

Benefits

• Competitive pay
• Performance-based bonus awards
• Medical coverage
• Vision coverage
• Dental coverage
• 401(k)
• Stock purchase
• Company-paid life insurance
• PTO (including sick leave)
• Parental leave
• Family care leave
• Bereavement
• Jury duty
• Voting leave
• Short-term disability
• Long-term disability
• Company discounts
• Military Leave Pay
• Adoption and surrogacy expense reimbursement
• PTO and/or PPTO that can be used for vacation, sick leave, holidays, or other purposes
• Live Better U (Walmart-paid education benefit program for full-time and part-time associates in Walmart and Sam's Club facilities. Programs range from high school completion to bachelor's degrees, including English Language Learning and short-form certificates. Tuition, books, and fees are completely paid for by Walmart. Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to a specific plan or program terms.)

What This Job Offers

• Job Type: Full-time
• Career Level: Senior