Product Experience Owner - Workforce Management (WFM)

Gainwell Technologies is a company that focuses on solving business challenges and enhancing workplace efficiency. They are seeking a Product Experience Owner for the Verint Workforce Management (WFM) platform, responsible for managing the operational product experience and ensuring alignment with operational strategies 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