Product Manager - Workforce Management

Position: Staff, Product Manager - Workforce Management
Position Summary...

What you'll do...

* Define and execute the product strategy and roadmap for WFM capabilities within the CCaaS platform

* Partner with customers, operations leaders, and cross-functional teams to identify pain points and translate them into scalable product solutions

* Drive initiatives across forecasting, scheduling, real-time management, staffing optimization, and workforce analytics

* Collaborate with engineering and design teams to deliver intuitive, reliable, and high-performing products

* Leverage AI/ML opportunities to improve staffing accuracy, automation, and operational decision-making

* Balance short-term operational needs with long-term platform scalability and innovation

* Define success metrics and use data-driven insights to continuously improve product outcomes

* Serve as a thought leader for workforce management and contact center transformation initiatives

* What We're Looking For

* Experience managing WFM products or platforms within CCaaS, contact center, or enterprise customer operations environments

* Strong understanding of workforce optimization concepts including forecasting, scheduling, adherence, occupancy, shrinkage, and service-level management

* Proven ability to influence cross-functional teams and drive alignment across technical and business stakeholders

* Strong analytical, communication, and product strategy skills

* Experience working with enterprise SaaS platforms, APIs, and operational tooling ecosystems

* Ability to thrive in complex, fast-paced environments and lead through ambiguity

What You'll Bring...

Preferred Qualifications
- * Bachelor's degree in Business, Technology, Engineering, or related field

* 8+ years of product management experience, including ownership of complex enterprise platforms or operational systems

* Experience leading large-scale product strategy or transformation initiatives

* Experience working with Workforce Management, Contact Center, CCaaS, or operational technology platforms

* Strong analytical and problem-solving skills with the ability to synthesize data into strategic recommendations

* Experience partnering with engineering, architecture, and business stakeholders in highly matrixed organizations

* Experience evaluating enterprise SaaS platforms and vendor ecosystems

* Knowledge of Workforce Management capabilities including forecasting, scheduling, real-time adherence, capacity planning, and agent experience

* Familiarity with Agile product development methodologies and MVP delivery models

* Experience conducting gap analyses, operational assessments, and technology evaluations

* Executive communication and presentation experience

* Strong understanding of enterprise architecture, cloud technologies, integrations, and platform ecosystems

What Success Looks Like

* Clear understanding and documentation of current-state business pain points and operational gaps

* Strategic recommendation for future-state WFM capabilities and platform direction

* Executive alignment around roadmap, priorities, and implementation approach

* Improved operational efficiency, stakeholder satisfaction, and workforce experience

* Delivery of scalable, modern WFM solutions aligned to long-term business strategy

Leadership Expectations

Respect the Individual

* Build inclusive, collaborative partnerships across teams and organizations

* Foster a culture of trust, transparency, coaching, and continuous learning

* Encourage diverse perspectives and empower teams to innovate and solve problems

Act with Integrity

* Lead with honesty, humility, and accountability

* Promote ethical decision-making and compliance with company policies and standards

* Create an environment where associates feel supported, heard, and respected

Serve Our Customers & Members

* Keep the customer and business experience at the center of every decision

* Balance innovation, operational excellence, and cost efficiency to deliver measurable value

Strive for Excellence

* Continuously raise the bar through curiosity, innovation, and data-driven decision-making

* Champion modern product practices, process improvements, and emerging technologies

* Demonstrate resilience and adaptability in fast-changing environments

At Walmart, we offer competitive pay as well as performance-based bonus awards and other great benefits for a happier mind, body, and wallet. Health benefits include medical, vision and dental coverage. Financial benefits include 401(k), stock purchase and company-paid life insurance. Paid time off benefits include PTO (including sick leave), parental leave, family care leave, bereavement, jury duty, and voting. Other benefits include short-term and long-term disability, company discounts, Military Leave Pay, adoption and surrogacy expense reimbursement, and more.

You will also receive PTO and/or PPTO that can be used for vacation, sick leave, holidays, or other purposes. The amount you receive depends on your job classification and length of employment. It will meet or exceed the requirements of paid sick leave laws,…