Product Owner - Contact Center Workforce Management Tools

Wells Fargo•Chandler, AZ

3d•$87,000 - $140,000•Hybrid

About The Position

Wells Fargo is seeking a Product Owner Contact Center Workforce Management Tools (Senior Business Execution Consultant) to join the Workforce Optimization Product Team and help deliver workforce management and contact center technology solutions. This role connects product strategy with execution by partnering with Product Managers, business stakeholders, architects, and technology teams to turn strategic initiatives into product capabilities. The Product Owner manages product backlogs, translates business requirements into user stories, and supports delivery focused on customer experience, operational efficiency, and business value. The role requires a background in workforce management, contact center operations, and agile product delivery, as well as the ability to influence across organizations and drive outcomes in complex enterprise environments. It supports the development of Workforce Optimization through innovation, operational excellence, and data-driven decision-making. The position offers a hybrid work schedule and is based at one of the listed Wells Fargo offices in Charlotte, North Carolina; West Des Moines, Iowa; or Chandler, Arizona. It is not eligible for visa sponsorship, and relocation assistance is not available.

Requirements

At least 4 years of Business Execution, Implementation, or Strategic Planning experience, or equivalent demonstrated through work experience, training, military experience, education, or a combination.
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.
Strong analytical, problem-solving, and decision-making skills, including the ability to use data and customer insights to influence outcomes.
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.

Nice To Haves

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.
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 with 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.
Experience establishing scalable and repeatable processes that improve delivery execution, team effectiveness, and customer experience.
Experience leading Workforce Management modernization efforts, contact center transformation programs, or CCaaS migrations is highly preferred.

Responsibilities

Own and manage the product backlog for one or more Workforce Optimization product domains, aligning priorities with 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 ensure work is prioritized, estimated, and ready for development.
Liaise between business stakeholders and technology partners to clarify requirements and ensure solutions achieve intended business outcomes.
Collaborate with engineering teams throughout 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.
Balance strategic commitments, customer value, operational needs, risk considerations, and technical dependencies when making prioritization decisions.
Maintain backlog transparency and proactively communicate 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 that support organizational goals and product objectives.
Identify opportunities to improve efficiency, quality, scalability, and operational effectiveness through technology-enabled solutions.
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.