Product Experience Owner - Workforce Management (WFM)

Gainwell Technologies is a company focused on solving business challenges and enhancing workplace growth. The Product Experience Owner will provide operational ownership for the Verint Workforce Management platform, ensuring alignment of workforce management practices with operational strategy and execution.

Responsibilities:

• 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

Requirements:

• 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