Product Owner, Workforce Management (Verint)

Global Servicing (GS) oversees consumer travel and concierge experiences, all card customer service functions for the company’s global consumer, banking, merchant, and commercial customers, as well as the key enablement functions that power our products and services. GS provides the world’s best customer experience every day by building on Amex’s legacy of service excellence, leveraging new technologies and capabilities to drive transformation, and bringing a human touch to each customer interaction.

The Product Owner, Workforce Management (Verint) will play a critical role in the modernization and ongoing evolution of the Verint Workforce Management platform across Global Servicing. Reporting under the Director, Workforce Management (Verint), this role will translate the Workforce Management product strategy and roadmap into prioritized user stories that improve forecasting, scheduling, staffing optimization, intraday management, and operational performance.

The Product Owner will serve as a key connection point across Workforce Management, Operations, Technology, Analytics, Digital Product, and Verint, combining strong knowledge of workforce management processes with hands-on product ownership and platform expertise.

This individual will own the day-to-day product backlog and delivery of assigned Verint Workforce Management capabilities, translating business needs into well-defined requirements and user stories and partnering with technology teams through design, development, testing, implementation, and adoption.

The successful candidate will be a highly collaborative product leader who can move effectively between business strategy, operational needs, technical capabilities, and execution while maintaining a strong focus on colleague experience, customer outcomes, and measurable business value.

What Success Looks Like

Success in this role means turning Workforce Management strategy into capabilities that deliver measurable value. The Product Owner will help ensure that Verint evolves as a reliable, scalable, and increasingly intelligent platform that enables Workforce Management teams to make better and faster staffing decisions.

• Serve as the Product Owner for assigned Verint Workforce Management features, supporting execution of the product vision, strategy, and roadmap established by the Director of Workforce Management. Partnering with the Product Manager who will define the features.
• Own and maintain the product backlog, translating strategic priorities and business needs into clearly defined features, requirements, user stories, acceptance criteria, and delivery priorities.
• Partner closely with Workforce Management teams and servicing leaders to understand operational pain points, identify opportunities, and develop product solutions that improve forecasting, scheduling, staffing, capacity utilization, and intraday management.
• Act as a subject matter expert for the Verint Workforce Management platform, providing guidance on platform capabilities, configuration, business processes, integrations, and opportunities for optimization.
• Partner with Technology, Architecture, Digital Product, Analytics, Operations, and vendor teams throughout the product development lifecycle to deliver scalable and sustainable workforce management solutions.
• Lead product discovery and requirements definition for new capabilities, ensuring solutions address colleague and business needs while aligning with the broader Workforce Management product 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.
• Partner with engineering and technology teams throughout development to clarify requirements, resolve issues, manage dependencies, and make timely product decisions.
• Coordinate functional testing and user acceptance testing, including development of test scenarios, validation of business requirements, defect prioritization, and readiness assessment.
• Support implementation and release activities for Verint enhancements, upgrades, integrations, and new capabilities, ensuring appropriate operational readiness and stakeholder alignment.
• Identify opportunities to simplify and automate workforce management processes and reduce manual effort through improved platform capabilities and standardized workflows.
• Leverage data, user feedback, operational insights, and product performance metrics to identify opportunities for continuous improvement 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 to support 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 platform stability and operational excellence.
• Proactively identify product risks, issues, dependencies, and tradeoffs and communicate them effectively to the Director and key stakeholders.
• Stay current on Verint product capabilities, workforce management technology trends, automation, AI-enabled workforce optimization, and industry best practices to help inform future product opportunities.

Leadership & Collaboration

• Operate as a trusted product partner to Workforce Management, Operations, Technology, Analytics, and other key stakeholders.
• Influence cross-functional teams without direct authority to drive decisions, resolve competing priorities, and deliver shared outcomes.
• Advocate for the needs of Workforce Management users and servicing colleagues throughout the product development lifecycle.
• Bring structure and clarity to complex business problems, translating between operational, product, and technical stakeholders.
• Foster a culture of customer-centricity, accountability, experimentation, continuous improvement, and strong Agile product practices.
• Provide product and Verint subject matter expertise to team members and stakeholders and contribute to the development of broader Workforce Management product capabilities.

• Proven hands-on experience working with Verint Workforce Management in a large-scale contact center environment, including experience with platform configuration, administration, implementation, optimization, or product ownership.
• Bachelor's degree in Business, Operations, Information Systems, Engineering, or a related field; equivalent professional experience considered.
• Proven experience in Workforce Management, Contact Center Operations, Product Management, Technology, or a related discipline.
• Experience serving as a Product Owner, Product Manager, Business Product Owner, or similar role supporting an enterprise technology platform.
• Strong understanding of workforce management disciplines, including forecasting, scheduling, intraday management, staffing, capacity planning, and performance optimization.
• Demonstrated experience translating business requirements into product features, user stories, acceptance criteria, and prioritized product backlogs.
• Experience working with Agile product development methodologies and participating 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, with the ability to use 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 with the ability to translate complex technical and operational concepts for different audiences.
• Demonstrated ability to build effective relationships and influence cross-functional partners.

Preferred Qualifications

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

Employment eligibility to work with American Express in the United States is required as the company will not pursue visa sponsorship for these positions.