Product Owner - Contact Center Workforce Management Tools

About the 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.

Posting locations: Charlotte, NC; West Des Moines, IA; Chandler, AZ.

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,