Product Owner, Workforce Management (Verint)

American Express•Sunrise, FL

9d•$78,000 - $124,750

About The Position

The Product Owner, Workforce Management (Verint) will support modernization and ongoing evolution of the Verint Workforce Management platform across Global Servicing. Reporting to the Director, Workforce Management (Verint), the role translates product strategy and roadmap into prioritized user stories and capabilities that improve forecasting, scheduling, staffing optimization, intraday management, and operational performance. The Product Owner partners with the Product Manager, who defines features, and owns day-to-day backlog and delivery for assigned platform capabilities. This role connects Workforce Management, Operations, Technology, Analytics, Digital Product, and Verint. It combines workforce management process knowledge with hands-on product ownership and platform expertise. The Product Owner partners with technology teams across discovery, design, development, testing, implementation, and adoption, maintaining focus on colleague experience, customer outcomes, and measurable business value. Success means turning Workforce Management strategy into capabilities that deliver measurable value and help make the Verint platform reliable, scalable, and increasingly intelligent so teams can make better and faster staffing decisions.

Requirements

Hands-on experience with Verint Workforce Management in a large-scale contact center, including platform configuration, administration, implementation, optimization, or product ownership.
Bachelor’s degree in Business, Operations, Information Systems, Engineering, or a related field; equivalent professional experience is considered.
Experience in Workforce Management, Contact Center Operations, Product Management, Technology, or a related discipline.
Experience as a Product Owner, Product Manager, Business Product Owner, or in a similar role supporting an enterprise technology platform.
Strong understanding of workforce management disciplines, including forecasting, scheduling, intraday management, staffing, capacity planning, and performance optimization.
Experience translating business requirements into product features, user stories, acceptance criteria, and prioritized backlogs.
Experience with Agile product development and participation in 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, including using operational data, KPIs, and user insights to inform product priorities and decisions.
Ability to manage multiple priorities, dependencies, and stakeholders in a complex, highly matrixed environment.
Strong written and verbal communication skills and ability to explain technical and operational concepts to different audiences.
Demonstrated ability to build effective relationships and influence cross-functional partners.
Eligibility to work in the United States for American Express; the company will not pursue visa sponsorship for these positions.

Nice To Haves

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 for 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 in a large-scale, global, multi-site contact center environment.
Familiarity with other workforce optimization platforms such as NICE, Calabrio, or Genesys.
Experience in financial services or another highly regulated industry.

Responsibilities

Serve as Product Owner for assigned Verint Workforce Management features and support execution of the product vision, strategy, and roadmap established by the Director of Workforce Management, in partnership with the Product Manager who defines features.
Own and maintain the product backlog, translating strategic priorities and business needs into features, requirements, user stories, acceptance criteria, and delivery priorities.
Partner with Workforce Management teams and servicing leaders to understand operational pain points and develop solutions that improve forecasting, scheduling, staffing, capacity utilization, and intraday management.
Act as a subject matter expert for the Verint Workforce Management platform, advising on capabilities, configuration, business processes, integrations, and optimization opportunities.
Partner with Technology, Architecture, Digital Product, Analytics, Operations, and vendor teams through the product development lifecycle to deliver scalable and sustainable solutions.
Lead product discovery and requirements definition for new capabilities, ensuring solutions meet colleague and business needs and align with Workforce Management strategy.
Prioritize features and backlog items based on customer and colleague value, operational impact, business objectives, technical dependencies, risk, and delivery capacity.
Participate in Agile ceremonies, including backlog refinement, sprint planning, daily coordination, product demonstrations, retrospectives, and release planning.
Work with engineering and technology teams during development to clarify requirements, resolve issues, manage dependencies, and make product decisions.
Coordinate functional testing and user acceptance testing, including test scenarios, business-requirement validation, defect prioritization, and readiness assessment.
Support implementation and release of Verint enhancements, upgrades, integrations, and new capabilities, ensuring operational readiness and stakeholder alignment.
Identify opportunities to simplify and automate workforce management processes and reduce manual effort through platform capabilities and standardized workflows.
Use data, user feedback, operational insights, and product performance metrics to identify improvement opportunities and inform backlog priorities.
Define and monitor success measures for product capabilities, assessing adoption, operational performance, colleague experience, and realized business value.
Partner with Workforce Management stakeholders on change management, communications, training, documentation, and adoption of new capabilities.
Support platform governance by helping establish and maintain product standards, configuration practices, documentation, controls, and processes that promote stability and operational excellence.
Identify product risks, issues, dependencies, and tradeoffs and communicate them to the Director and key stakeholders.
Stay current on Verint capabilities, workforce management technology trends, automation, AI-enabled workforce optimization, and industry best practices.
Operate as a trusted product partner to Workforce Management, Operations, Technology, Analytics, and other stakeholders; influence cross-functional teams without direct authority to drive decisions and shared outcomes.
Advocate for Workforce Management users and servicing colleagues, translate complex problems among operational, product, and technical stakeholders, and foster customer-centricity, accountability, experimentation, continuous improvement, and strong Agile practices.
Provide product and Verint subject matter expertise to team members and stakeholders and contribute to broader Workforce Management product capabilities.

Benefits

Competitive base salaries
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 of paid parental leave for all parents, regardless of gender, offered 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