CrawlJobs Logo

Senior Manager - Workforce Optimization Product Management

https://www.wellsfargo.com/ Logo

Wells Fargo

Location Icon

Location:
United States , CHARLOTTE ▼

Category Icon
Category:
IT - Administration

Job Type Icon

Contract Type:
Not provided

Salary Icon

Salary:

Not provided
Save Job
Save Icon
Apply Position

Job Description:

Wells Fargo is seeking a Business Execution Senior Manager as part of Workforce Optimization Product Teams supporting Contact Center Products and Transformation within the Global Operations organization. The Senior Manager will lead teams responsible for planning, execution, and optimization of workforce optimization capabilities, including forecasting, scheduling, quality management, performance management, analytics, and real-time optimization—while supporting ongoing CCaaS migrations, legacy platform transitions, and Day 2 operational maturity. This leader will partner closely with product, technology, operations, risk, and vendor teams to deliver scalable, compliant, and data-driven solutions aligned to enterprise standards and business priorities.

Job Responsibility:

  • 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.

Nice to have:

  • 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.

Additional Information:

Job Posted:
March 22, 2026

Expiration:
March 23, 2026

Employment Type:
Fulltime
Work Type:
On-site work
Icon
Wells Fargo - All Job Offers
Job Link Share:
Copy Link Icon
Facebook Icon Twitter Icon LinkedIn Icon

Looking for more opportunities? Search for other job offers that match your skills and interests.

Briefcase Icon

Similar Jobs for Senior Manager - Workforce Optimization Product Management

Senior Workforce Manager

We are looking for a strategic Senior Workforce Manager - WFM for our Customer O...
Location
Location
Spain , Barcelona
Salary
Salary:
Not provided
yokoy.io Logo
Yokoy
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • 8+ years of experience with workforce management and customer care operations projects such as improvement of efficiency, quality, costs etc. including experience with outsourced service providers. Ideally from a global BPO environment
  • Strong understanding of WFM principles and the functionalities of the common WFM tools in the market like IEX, Calabrio, Verint, Amazon connect, Zendesk, Avaya, data suites like Looker, Tableau, etc.
  • Demonstrated knowledge of customer experience tools and systems including best practices
  • Strong business acumen with an ability to understand the direction and goals of the business
  • Strong analytical background - 7 Quality tools, SPC, Hypothesis Testing, Regression Analysis
  • Strong understanding of forecasting, planning, scheduling and real-time management methodologies
  • Ability to work independently, anticipate problems and suggest solutions
  • Ability to communicate effectively, influence and drive change while building rapport and credibility quickly with all levels in the organisation
  • Fluent written and verbal communication in English
Job Responsibility
Job Responsibility
  • Optimize and manage our workforce management framework, including implementation of both short- and long-term forecasting, capacity planning and budget for the global footprint of Customer Care. You will take full ownership of the network on Workforce Management across all the outsources partners
  • Optimize Planning to execute short- and long term projects, to ensure we are in line with the company growth, Gross Margin, Cost per Booking and Cost to Serve metrics. You will take ownership of all WFM areas
  • Identify the best billing and operating model for our various lines of businesses to optimise performance and reduce wastage, and to optimize for the seasonality factors and reduce operational effort of the in-house WFM team
  • Perform quantitative analysis of key process indicators (Demand Drivers, Contact Ratio, CSAT and other metrics) and build business cases to improve Customer Journey and lead comprehensive execution plans for supporting customer experience improvement initiatives. To succeed, you will work with a variety of internal stakeholders, including Marketing & Product
  • Partner with cross-functional teams to solve problems, ensure productive communication and implementation of processes, and to build a strong operational infrastructure globally
  • To succeed, you will work closely with our Strategic Finance, Customer Care Operations, Product and external providers to make sure we provide a 7-star experience at optimal cost while accommodating our growth
  • Fulltime
Read More
Arrow Right

Workforce Management Lead, Risk Operations

We are looking for an experienced and strategic Workforce Management Lead to dri...
Location
Location
United States , Bay Area
Salary
Salary:
135800.00 - 245400.00 USD / Year
block.xyz Logo
Block
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • 8+ years of experience in Workforce Management, Operations, or Strategic Workforce Planning roles
  • 5+ years of people management experience
  • Expertise in forecasting and capacity planning in complex environments
  • Moderate knowledge of KYC, AML, and Sanctions compliance
  • Proficiency in using spreadsheet tools such as Google Sheets and Excel, with the ability to create complex staffing models
  • Experience collaborating with diverse teams and managing key partner relationships
  • Demonstrated written and verbal communication skills, evidenced by delivering comprehensive reports and presentations to senior management that have influenced strategic decisions in operations
  • Experience analyzing workforce data to drive decision-making, with experience increasing operational efficiency through data-driven workforce adjustments and recommendations
  • Advanced analytical skills, including the ability to perform variance analysis, and developing forecasting models to inform strategic workforce planning decisions that result in a material improvement in operational efficiency
Job Responsibility
Job Responsibility
  • Develop and implement capacity plans and staffing models to support existing lines of business and new product launches within Compliance Operations
  • Forecast, schedule, and optimize staffing across multiple compliance work streams, ensuring adherence to process-specific Service level agreements and the absence of backlogs
  • Lead projects to create daily dashboard reporting for team leaders and managers, enhancing performance management and alert/case routing at the analyst level
  • Collaborate with cross-functional teams, including Product, Finance, and Compliance Analytics, to develop strategic workforce management solutions and improve forecasting models
  • Partner with Block vendor management teams to ensure seamless ramp-up/ramp-down and meet interval KPIs and contractual Service level agreements for our managed service providers
  • Use statistical methodologies and BI tools to analyze performance trends and drive data-informed decision-making
  • Present insights to senior and executive management, ensuring timely escalation of resourcing shortfalls based on forecasting
What we offer
What we offer
  • Remote work
  • medical insurance
  • flexible time off
  • retirement savings plans
  • modern family planning
  • Fulltime
Read More
Arrow Right

Workforce Management Analyst

The Workforce Management Analyst supports store operations by ensuring the right...
Location
Location
United States , Duluth
Salary
Salary:
Not provided
americasbest.com Logo
Americas Best Contacts and Eyeglasses
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • 4-6 years of experience with workforce planning in retail or multi-unit operations (required)
  • Four-year college degree or equivalent experience (Required)
  • Strong knowledge of labor laws, compliance, and retail staffing practices (Required)
  • Proficiency with WFM systems (e.g., Kronos/UKG) (Required)
  • Analytical and communication skills to translate data into actionable recommendations (Required)
  • Ability to work in a fast-paced, cross-functional environment (Required)
Job Responsibility
Job Responsibility
  • Analyze workforce metrics such as sales-per-labor-hour, scheduling accuracy, and labor performance
  • Monitor labor utilization and communication adjustments needed to support sales goals and operational standards
  • Support weekly forecasting and determine opportunities to align labor demand across stores
  • Monitor intraweek performance and adherence to schedules and budgets
  • Identify and respond to staffing opportunities across all stores
  • Provide real-time updates and recommendations to field leadership
  • Generate daily, weekly, and monthly reporting at the fleet/region and district level
  • Analyze workforce metrics such as sales-per-labor-hour, scheduling accuracy, and payroll performance
  • Provide reporting and insights to senior leadership on workforce efficiency and productivity, identify trends, and recommend process improvements
  • Maintain and optimize the Workforce Management (WFM) system
What we offer
What we offer
  • competitive compensation
  • health and dental insurance
  • 401k retirement savings with company match
  • flex spending account
  • paid personal time off
  • paid company holidays
  • parental leave
  • employee eyewear discount
  • training programs
  • access to educational courses
  • Fulltime
Read More
Arrow Right

Global Category Senior Manager - Enterprise SaaS and Digital Apps

We are seeking an individual who thrives in ambiguity, capable of driving catego...
Location
Location
India , Hyderabad
Salary
Salary:
Not provided
amgen.com Logo
Amgen
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • Proven expertise in SaaS procurement, lifecycle management, and supplier governance
  • Strong knowledge of SaaS licensing, subscription pricing, and service-level frameworks
  • Familiarity with procurement platforms such as Ariba, ERP systems, and analytics tools for SaaS management
  • Doctorate degree and 5 years of Global Strategic Sourcing, Procurement or Commercial (Sales) experience
  • Master degree and above 12 + years of Global Strategic Sourcing, Procurement or Commercial (Sales) experience
  • And 2 years of managerial experience directly managing people and/or leading teams, projects, or programs.
Job Responsibility
Job Responsibility
  • Own and evolve the global category strategy for Enterprise SaaS and Digital Applications
  • Partner with Technology, HR, Finance, and other stakeholders to align SaaS platforms with business priorities
  • Lead complex global negotiations for ERP, CRM, HRMS, and collaboration tool contracts, ensuring cost optimization and governance
  • Anticipate SaaS industry shifts and recommend adoption of emerging digital apps to drive workforce efficiency
  • Build sourcing roadmaps for enterprise application ecosystems to support Amgen’s digital transformation
  • Lead the creation of robust, financially grounded business cases (e.g., build vs. buy, total cost of ownership, should cost modelling, supplier consolidation) that support procurement decisions and drive measurable impact including operational efficiencies, and risk management
  • Stay ahead of market shifts in the Software Industry— innovations, product information, - selling techniques, delivery models and risk trends—and translate insights into actionable strategies for Amgen
  • Design and drive a multi-year sourcing roadmap for Software in alignment with stakeholder strategies, annual plans, to facilitate Technology's support of Amgen’s broader vision
  • Coordinate across regions to deliver cohesive procurement plans and project pipelines, aligning category execution with business priorities across globally
  • Build relationships with external experts, peer companies, and industry bodies to bring leading practices and innovation back into Amgen’s Technology sourcing strategy
Read More
Arrow Right

Manager, People Operations & Analytics

This role sits within the Dmart Operations organization and reports to the Regio...
Location
Location
Singapore , Singapore
Salary
Salary:
Not provided
deliveryhero.com Logo
Delivery Hero
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • 8–10 years of experience in operations workforce management, frontline labor optimization, or operations-embedded people operations roles
  • Strong experience managing large, distributed blue-collar or hourly workforce populations in logistics, warehousing, retail, manufacturing, or similar operational environments
  • Demonstrated experience designing workforce productivity programs linked to measurable operational outcomes
  • Deep understanding of frontline labor dynamics including hourly workforce engagement and retention drivers, minimum wage structures, shift premiums, and overtime economics, agency and flexible labor models, high-volume hiring funnel optimization, workforce scheduling and productivity management, large team communication and motivation strategies, labor compliance across multiple jurisdictions
  • Proven experience building scalable operational processes and governance frameworks across multiple countries
  • Strong analytical and data-driven decision-making capability, with ability to translate workforce metrics into operational performance improvements
  • Strong stakeholder management across matrix organizations including Operations, People, Finance, and local leadership teams
  • Ability to operate in fast-paced, high-growth, operational environments with strong execution ownership
  • Bachelor’s degree required
  • Master’s degree preferred
Job Responsibility
Job Responsibility
  • Workforce Operating Model Design & Governance: Design and implement the regional operating model for Dmart frontline workforce management, covering all lifecycle pillars including hiring, onboarding, training, performance management, progression, compensation governance, and workforce communication
  • Define operational labor standards and workforce deployment models aligned with store productivity targets and service levels
  • Establish regional governance mechanisms including operational KPIs, labor dashboards, performance cadences, and workforce cost monitoring with country Operations and local People teams
  • Standardize workforce practices across markets while adapting to local labor regulations, wage structures, and agency models
  • Workforce Productivity, Stability & Cost Efficiency: Own workforce performance metrics directly linked to store output, including productivity per labor hour, attendance reliability, attrition trends, and ramp-up speed
  • Quantify workforce cost drivers including hiring funnel efficiency, onboarding effectiveness, training investment, agency usage, and turnover replacement costs
  • Design and implement operational interventions to reduce early attrition (first 90 days), improve picker ramp-up time, increase productivity consistency across shifts and stores, optimize staffing mix between fixed and flexible labor models
  • Partner with store leadership to align workforce planning with demand volatility, peak events, and seasonal workforce scaling
  • Frontline Workforce Implementation & Scaling: Lead diagnostic-to-implementation programs across markets, including process mapping, pilot design, implementation playbooks, and regional rollouts
  • Ensure hiring channels, agency partnerships, and contract structures support operational flexibility and cost efficiency
  • Fulltime
Read More
Arrow Right

Senior Analyst, Care Support Workforce Optimization

Reporting to the Director of Operations Analytics & Workforce Optimization, the ...
Location
Location
United States , New York City
Salary
Salary:
97325.00 - 114500.00 USD / Year
springhealth.com Logo
Spring Health
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • Bachelor’s degree in Business, Economics, Engineering, or a similar analytical field
  • Master’s degree preferred
  • Minimum of 3–5 years of experience in operations strategy, analytics, or a related role (e.g., management consulting, tech)
  • Experience with workforce management or capacity planning is a plus
  • Proven experience in developing and managing analytical models, with a strong command of data and visualization tools (e.g., Looker, SQL, Hex)
  • experience with workforce management tools is preferred
  • Demonstrated ability to partner with leadership to solve complex business challenges using data and structured analysis
  • Excellent communication and storytelling skills
  • able to synthesize complex analysis into actionable insights and influence leadership decisions
  • A builder’s mindset — comfortable establishing frameworks, processes, and standards in a scaling environment
Job Responsibility
Job Responsibility
  • Own forecasting of inbound volume to Care Support, broken down by channel and request category
  • Develop and manage dynamic workforce management models to balance member and provider satisfaction, while enabling scenario analysis
  • Translate complex analytics into actionable insights to drive operational efficiency and resourcing decisions
  • Serve as a strategic partner to Care Support leadership, providing guidance on resourcing decisions and capacity planning
  • Act as the primary liaison for Care Support workforce optimization in cross-functional initiatives, collaborating with teams such as Product, Marketing, and Customer Success
What we offer
What we offer
  • Health, Dental, Vision benefits start on your first day
  • Access to One Medical accounts
  • HSA and FSA plans are also available, with Spring contributing up to $1K for HSAs
  • Employer sponsored 401(k) match of up to 2%
  • A yearly allotment of no cost visits to the Spring Health network of therapists, coaches, and medication management providers for you and your dependents
  • Competitive paid time off policies including vacation, sick leave and company holidays
  • At 6 months tenure, parental leave of 18 weeks for birthing parents and 16 weeks for non-birthing parents
  • Access to Noom, a weight management program
  • Access to fertility care support through Carrot, in addition to $4,000 reimbursement for related fertility expenses
  • Access to Wellhub
  • Fulltime
Read More
Arrow Right
New

Senior Product Manager, CTI and Voice AI

General Motors’ Customer Experience Platform (CXP) organization is leading a glo...
Location
Location
United States , Austin; Mountain View; Warren
Salary
Salary:
106600.00 - 192700.00 USD / Year
gm.com Logo
General Motors
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • Bachelor’s degree in Business, Computer Science, Information Systems, or related field (or equivalent practical experience)
  • 5+ years of direct experience implementing CTI / IVA functionality in any platform – including adjacent tools such as workforce management, call recording, call data reporting
  • 5+ years of product management experience, including ownership of enterprise platforms and/or CTI/VoiceAI driven products
  • Experience working in an Agile product delivery environment, using tools like Jira Product Discovery, Jira Align, Jira Cloud, or similar to manage roadmaps, backlogs, and cross‑team delivery
  • Demonstrated experience owning CTI/VoiceAI or automation‑driven products, including end‑to‑end lifecycle management from strategy through delivery and measurement
  • Proven ability to partner effectively with Engineering, Design, Operations, Data/Analytics, Security, and Legal to deliver global, scalable, production‑ready solutions
  • Strong technical fluency across integrations, platform constraints, analytics, and quality/validation practices
  • Exceptional executive communication and stakeholder management skills, with a track record of influencing decisions in a complex, matrixed organization
  • Experience driving measurable business outcomes such as containment, adoption, ROI, and advisor or customer experience improvements
  • Demonstrated ability to lead complex, cross‑functional initiatives across multiple teams within CXP, Engineering, CSO, consistent with Level 7 Individual Contributor expectations (independent execution, broad cross‑functional impact, and mentorship of others)
Job Responsibility
Job Responsibility
  • Co-own and execute CTI/Voice AI roadmap for global Customer Care grounded in domain research, competitive analysis, and GM’s enterprise AI and CX strategies
  • Support the multi‑year roadmap and backlog for CTI/VoiceAI across within your product area and capabilities
  • convert enterprise priorities into clear investment, sequencing, and trade‑off decisions
  • Drive delivery of production‑grade CTI/VoiceAI experiences, leveraging call routing business logic using Salesforce and CXone to deliver the most accurate call segmentation to advisors leveraging tools like Google, CxOne, Salesforce and other tools to develop Voice Automation and/or Agentic AI Voice flows
  • Partnering with Engineering, Architecture, and Operations to balance speed, stability, and scale
  • Define and manage success metrics (e.g., containment, accuracy/relevancy, CSAT) and CTI/Voice AI performance dashboards
  • use quantitative and qualitative feedback loops to prioritize enhancements and demonstrate ROI
  • Partner with Data/Analytics and Engineering teams to define and interpret advanced analytics for CTI/Voice AI performance and trends (consistency, errors, reliability), including model performance measures through stakeholder evaluations and delivering ongoing optimization
  • Champion quality, validation, and post‑launch excellence for CTI/Voice AI, including appropriate quality assurance strategies, defect triage and management, post‑launch monitoring, and continuous improvement with operations teams
  • Delivering intuitive, consistent, trustworthy CTI/VoiceAI experiences and clear handoffs between conversational AI, Agentic AI execution, and human advisors across brands and regions
What we offer
What we offer
  • medical
  • dental
  • vision
  • Health Savings Account
  • Flexible Spending Accounts
  • retirement savings plan
  • sickness and accident benefits
  • life insurance
  • paid vacation & holidays
  • tuition assistance programs
  • Fulltime
Read More
Arrow Right

Capacity Planning Analyst

Reporting to Global Workforce Management Lead, the Workforce Headcount Planning ...
Location
Location
United Kingdom; Ireland , Croydon; Dublin
Salary
Salary:
Not provided
https://www.allianz.com Logo
Allianz
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • 3+ years in Workforce Management, within a contact centre environment
  • 2+ years in a capacity planning and forecasting role
  • Previous experience with WFM platforms (eg: Verint, Aspect, IEX)
  • Proficiency in data modelling, statistical analysis, and data visualization
  • High proficiency in Excel data analysis, and Microsoft programs such as PowerBI and Access
  • Experience with SQL or other data retrieval languages advantageous
  • Ability to interpret data for performance trends and long-term improvement opportunities
  • Experience presenting long-term scenario plans to senior leadership
Job Responsibility
Job Responsibility
  • Implementation and maintenance of best practice resource planning practices
  • Manage the Global Capacity Model to manage the long-term/short-term capacity planning processes for a vast insurance enterprise
  • Collaborate and closely communicate with Senior Operational Leadership, Human Resources, Strategic Program Teams and Finance teams and program teams to ensure smooth execution of capacity planning processes
  • Provide optimal contact volume allocation recommendation for several regulated workstreams by accounting for trade-offs between quality, productivity, and cost
  • Mitigate capacity risks by managing dependencies across multiple sites and geographies
  • Clearly communicate dependencies and manage/track expectations
  • Participate in global customer service initiatives and project roll outs to cater to growing business needs
  • Contribute to the automation and standardisation projects within the Worldwide Capacity Planning organisation
  • Maintain headcount reporting, including tracking attrition trends across multiple skills, channels, and geographic locations
  • Collaborate with stakeholders to implement risk mitigation strategies
Read More
Arrow Right
Jobs by Category
Art and Entertainment Jobs Banking Jobs Call Center Jobs Construction Jobs Consulting Jobs Customer Service Jobs Education Jobs Energy Jobs Finance Jobs Gastronomy Jobs Health and Beauty Jobs Hospitality and Tourism Jobs Human Resources Jobs Insurance Jobs IT - Administration Jobs IT - Software Development Jobs Legal Jobs Logistics Jobs Manufacturing Jobs Marketing, Digital Marketing, SEO, SEM Jobs Media Jobs Nursing Jobs Office Administration Jobs Pharmacy Jobs Physical Work Jobs Public Relations Jobs Public Sector Jobs Purchasing Jobs Quality Control Jobs Real Estate Jobs Research and Development Jobs Sales Jobs
Job Positions Jobs by Country
United States Jobs United Kingdom Jobs India Jobs Canada Jobs Australia Jobs Germany Jobs Ireland Jobs Poland Jobs
Company
Blog About Us Contact
Follow Us
Facebook
X (Twitter)
LinkedIn
Instagram
CrawlJobs Group
ITFlashcards AllDevBlogs
© 2026 CrawlJobs Ltd. All Rights Reserved
Terms & Conditions Privacy Policy