Product Owner, Workforce Management (Verint) at American Express in Sunrise, FL

Job description

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