Wells Fargo

Product Owner - Contact Center Workforce Management Tools

Wells Fargo$87K — $140K *
Information Technology
Less than 5 years of experience
Job Overview by Ladders

Qualifications

  • 4+ years in Business Execution, Implementation, or Strategic Planning.
  • Proficient in Agile practices and backlogs management.
  • Strong background in contact center operations and Workforce Management disciplines.
  • Experience with CCaaS platforms and transformation initiatives.
  • Excellent communication and stakeholder management skills.
  • Strong analytical and problem-solving abilities.

Responsibilities

  • Manage product backlog for Workforce Optimization domains.
  • Collaborate with cross-functional teams to create actionable user stories.
  • Lead backlog refinement and ensure developmental readiness.
  • Act as a liaison between stakeholders and technology teams.
  • Participate in Agile ceremonies for continuous improvement.
  • Drive prioritization of product initiatives based on business needs.
  • Evaluate strategic initiatives and recommend improvements.

Benefits

  • Hybrid work schedule offer.
  • An inclusive and diverse workplace culture.
  • Opportunity for professional development and training.
  • Access to cutting-edge technology solutions.
Full Job Description
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:

18 Sep 2026
*Job posting may come down early due to volume of applicants.

About Wells Fargo

Wells Fargo Careers

Joining Wells Fargo means becoming part of a distinguished financial institution that has been a cornerstone of innovation and leadership in the banking industry. At Wells Fargo, we offer a plethora of job opportunities designed to empower your career growth and development in a diverse and inclusive environment.

Work You’ll Do

At Wells Fargo, you will be part of a team that values diversity and is committed to fostering an inclusive culture. We are looking for professionals who are eager to drive innovation and lead with integrity. Our employees are our greatest asset, and we invest in their professional growth through comprehensive leadership and diversity training programs that are recognized industry-wide.

Explore a Multitude of Career Paths

Whether you're interested in a position in finance, IT, customer service, or management, Wells Fargo has career opportunities in various fields. Our team members benefit from job stability, competitive benefits, and a culture that values and rewards performance and dedication.

Internship Programs

Kickstart your career with a Wells Fargo internship. Our programs provide invaluable industry exposure, professional skills development, and networking opportunities that often lead to full-time employment offers. Interns at Wells Fargo work on real projects, solve actual challenges, and gain the mentorship of seasoned professionals.

Professional Growth and Development

We believe in nurturing the potential of our employees. Wells Fargo offers robust training programs and resources to help every team member excel in their current roles and prepare for future challenges. Growth at Wells Fargo is not just about climbing the career ladder but expanding your skills and expertise to add value to our team and customers.

Benefits and Rewards

Wells Fargo is committed to the well-being of our team members. We offer a comprehensive benefits package that includes health care, retirement plans, and generous paid time off. Additionally, we provide unique perks like employee discounts, adoption assistance, and tuition reimbursement.

Join Our Team

Discover the opportunities waiting for you at Wells Fargo by exploring open positions that match your skills and interests. We are continuously hiring and looking for individuals who bring creativity, passion, and a drive to serve our customers.

Stay Connected

Keep up to date with the latest from Wells Fargo Careers by subscribing to our job alert emails. Tailor your subscription to receive updates that align with your career preferences and get insider tips on crafting the perfect resume and acing your interview.

Networking and Innovation

At Wells Fargo, networking and innovation go hand in hand. We encourage our employees to connect across departments and roles to foster new ideas and strategies that lead to groundbreaking solutions.

Empower Your Career

Step into a role at Wells Fargo where your skills will be honed, your achievements recognized, and your career can flourish. We're not just filling positions; we're building leaders who are equipped to navigate the complexities of the financial world. Join Wells Fargo today and be part of a team that’s redefining the future of banking.
Learn more about Wells Fargo
Size
246,577 employees
Market Cap
$155.2 billion
Industry
Net Income
$3.3 billion
Founded
1852
5 Year Trend
-5.9%
NASDAQ

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