SummaryProvide operational product experience ownership for the enterprise Verint Workforce Management (WFM) platform within the Performance Enablement Organization (PEO). This role owns how the business experiences and uses WFM capabilities, while the Technology team owns the underlying product and technical delivery. The PXO ensures forecasting, scheduling, intraday management, and capacity planning capabilities are aligned to operational strategy and execution.
You will define the operational vision and roadmap for WFM, ensuring consistent, scalable, and governed workforce management practices across the CX enterprise. You will partner closely with Operational Analysts and planners who execute configuration and planning activities within defined standards and priorities.
Your role in our mission- Own and manage the operational platform roadmap for Workforce Management capabilities.
- Define and standardize forecasting, scheduling, intraday management, and capacity planning practices using Verint WFM.
- Translate operational demand and staffing strategies into WFM configuration standards and system requirements.
- Ensure WFM configurations align with service-level, performance, and labor policy expectations.
- Maintain strong documentation discipline, including standards, configuration guidance, and decision logs.
- Serve as a trusted advisor and subject matter expert to operational leaders and WFM teams.
- Act as the primary liaison between CX stakeholders and Technology Product Owners, ensuring shared understanding of business needs, performance intent, and platform capabilities.
- Partner with Technology Product Owners to ensure operational WFM intent is preserved during delivery.
- Review analyst deliverables for quality, accuracy, and feasibility.
- Provide platform guidance and mentorship to WFM stakeholders and CX leaders.
What we're looking for- Bachelor's degree in Business Administration, Operations, or related field, or equivalent experience
- Extensive experience in omnichannel and back-office workforce management
- Demonstrated experience providing operational product ownership or WFM program leadership
- Deep experience using workforce management platforms, with Verint WFM preferred
- Proven ability to scale WFM platforms across complex, multi-account environments
What you should expect in this role- Fully remote position.
- Opportunity to travel through your work up to 10% of the time.
The deadline to submit applications for this posting is June 29, 2026.
The pay range for this position is $80,600.00 - $115,200.00 per year, however, the base pay offered may vary depending on geographic region, internal equity, job-related knowledge, skills, and experience among other factors. Put your passion to work at Gainwell. You'll have the opportunity to grow your career in a company that values work flexibility, learning, and career development. All salaried, full-time candidates are eligible for our generous, flexible vacation policy, a 401(k) employer match, comprehensive health benefits, and educational assistance. We also have a variety of leadership and technical development academies to help build your skills and capabilities.
