Senior Manager – Workforce Optimization Product Management
Wells Fargo
full-time
Posted on:
Location Type: Office
Location: Charlotte • Arizona • Iowa • United States
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Job Level
About the role
- Lead and develop a team responsible for executing Workforce Optimization (WFO) product initiatives, ensuring delivery against roadmap priorities, transformation milestones, and operational outcomes.
- Drive planning, integration, and execution of WFO capabilities across forecasting, scheduling, quality, performance management, analytics, and real-time optimization within legacy and CCaaS environments.
- Partner with product, technology, operations, risk, and vendor teams to translate strategy into scalable, compliant solutions that improve agent performance and contact center efficiency.
- Provide leadership across moderate to high-complexity, high-visibility initiatives, including CCaaS migrations, platform decommissioning, and Day 2 optimization.
- Identify execution, operational, and delivery risks associated with product and platform changes, and develop mitigation strategies to ensure stability and adoption.
- Influence prioritization, sequencing, and execution across multiple business groups to deliver integrated outcomes aligned to enterprise standards and business objectives.
- Establish and improve product execution processes, metrics, and governance to increase delivery predictability, transparency, and value realization.
- Manage allocation of people and financial resources to support product delivery, operational readiness, and ongoing optimization.
- Collaborate with and influence senior leaders and executives to drive alignment, resolve impediments, and advance strategic WFO initiatives.
- Build and sustain a culture of talent development, accountability, and continuous improvement aligned to Wells Fargo’s values and transformation goals.
Requirements
- 6+ 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
- 3+ years Management or leadership experience
- 3+ years of experience leading product or platform delivery initiatives, including planning, prioritization, and execution across cross-functional teams.
- 2+ years of experience using product or delivery management tools such as Jira, Confluence, or similar tools to plan, track, and manage work delivery.
- 5+ years of experience in workforce optimization, contact center operations, or product management.
- 2+ years of experience operating in an Agile delivery environment, including collaboration with product, technology, and delivery teams.
- Proven track record of managing WFO solutions and/or leading migrations to CCaaS platforms.
- Strong understanding of contact center technologies, including workforce management tools, telephony systems, and analytics platforms.
- Experience working with CCaaS vendors (e.g., NICE, Genesys, Five9) is a plus.
- Excellent leadership, communication, and stakeholder management skills.
- Familiarity with agile methodologies and tools.
- Strong analytical and problem-solving skills, with the ability to use data to drive decisions.
- Experience in process optimization and automation.
- Knowledge of compliance requirements and best practices for contact center operations.
Benefits
- Ability to work on-site
- Visa Sponsorship is not available for this position
- Relocation Assistance is not available for this position
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
workforce optimizationproduct managementAgile deliveryprocess optimizationautomationanalyticsforecastingschedulingperformance managementreal-time optimization
Soft Skills
leadershipcommunicationstakeholder managementanalytical skillsproblem-solvingcollaborationinfluenceaccountabilitycontinuous improvementstrategic planning