Product Owner - Contact Center Workforce Management Tools

About this role:  

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.

Learn more about career areas and lines of business at wellsfargojobs.com.

In this role, you will:

• 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

Required Qualifications:

• 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

Desired Qualifications:

• 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

Job Expectations:

• Position offers a hybrid work schedule
• This position is not eligible for Visa sponsorship
• Relocation assistance is not available for this position

Posting Location:

• 1525 WWT Harris Blvd. Charlotte, North Carolina 28262
• 655 South 50th Street. West Des Moines, Iowa 50265
• 2800 South Price Road. Chandler, Arizona 85286

NC- Charlotte Pay Range: $87,000 – $140,000 Annually

IA- West Des Moines Pay Range: $87,000 – $140,000 Annually

AZ- Chandler Pay Range: $87,000 – $140,000 Annually

Posting End Date: 

*Job posting may come down early due to volume of applicants.

We Value Equal Opportunity

Wells Fargo is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other legally protected characteristic.

Employees support our focus on building strong customer relationships balanced with a strong risk mitigating and compliance-driven culture which firmly establishes those disciplines as critical to the success of our customers and company. They are accountable for execution of all applicable risk programs (Credit, Market, Financial Crimes, Operational, Regulatory Compliance), which includes effectively following and adhering to applicable Wells Fargo policies and procedures, appropriately fulfilling risk and compliance obligations, timely and effective escalation and remediation of issues, and making sound risk decisions. There is emphasis on proactive monitoring, governance, risk identification and escalation, as well as making sound risk decisions commensurate with the business unit’s risk appetite and all risk and compliance program requirements.

Candidates applying to job openings posted in Canada: Applications for employment are encouraged from all qualified candidates, including women, persons with disabilities, aboriginal peoples and visible minorities. Accommodation for applicants with disabilities is available upon request in connection with the recruitment process.

Applicants with Disabilities

To request a medical accommodation during the application or interview process, visit Disability Inclusion at Wells Fargo.

Drug and Alcohol Policy

Wells Fargo maintains a drug free workplace.  Please see our Drug and Alcohol Policy to learn more.

Wells Fargo Recruitment and Hiring Requirements:

a. Third-Party recordings are prohibited unless authorized by Wells Fargo.

b. Wells Fargo requires you to directly represent your own experiences during the recruiting and hiring process.