Product Owner - Contact Center Workforce Management Tools

Wells Fargo•Chandler, AZ

2d•$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 play a critical role in driving the successful delivery of workforce management and contact center technology solutions. This role serves as the bridge between product strategy and execution, partnering closely with Product Managers, business stakeholders, architects, and technology teams to transform strategic initiatives into actionable product capabilities. The individual will be responsible for managing product backlogs, translating business requirements into well-defined user stories, and ensuring solutions are delivered with a focus on customer experience, operational efficiency, and business value. The ideal candidate brings a strong background in workforce management, contact center operations, and agile product delivery, combined with the ability to influence across organizations and drive outcomes within complex enterprise environments. This role offers the opportunity to help shape the future of Workforce Optimization through innovation, operational excellence, and data-driven decision making.

Requirements

4+ years of Business Execution, Implementation, or Strategic Planning experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education

Nice To Haves

Experience managing product backlogs, defining user stories, developing acceptance criteria, and partnering with development teams within 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 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 successfully in a fast-paced environment, manage competing priorities, and lead through ambiguity while maintaining a customer-centric and outcome-oriented mindset
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, ensuring priorities align 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 actionable user stories, detailed requirements, and clear acceptance criteria
Lead backlog refinement activities to ensure work is prioritized, estimated, and development-ready
Serve as a key liaison between business stakeholders and technology partners to ensure requirements are clearly understood and solutions deliver intended business outcomes
Collaborate closely with engineering teams throughout the software development lifecycle to clarify requirements, resolve obstacles, validate solutions, and support successful implementation
Define and maintain business rules, acceptance criteria, and functional requirements while 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 effective backlog management practices and proactive communication of priorities, dependencies, risks, and delivery timelines
Ensure product initiatives comply with applicable 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
Develop and maintain strong 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