Strategic Product Manager Workforce Management (WFM) IRC302506

About the RoleWe are seeking a strategic, handson Product Manager to own, innovate, and scale a key WFM product line. This role is for a true product creator, someone who combines deep domain knowledge in workforce management with the commercial mindset and execution needed to bring innovative, highimpact products to market.

Key ResponsibilitiesOwn the WFM Product Vision & Strategy: Develop, articulate, and execute a compelling vision and strategic roadmap for the WFM product line, aligned to customer needs, market trends, and company goals.Drive Full Product Lifecycle: Lead the endtoend process from market discovery and concept validation through launch, adoption, and scaling. Measure success against business outcomes (growth, adoption, customer satisfaction, retention).Be the Customer and Market Expert: Deeply understand contact centre and workforce management domains. Identify emerging needs, market shifts, and technology trends to create differentiated offerings.Product Creation & Innovation: Identify new product opportunities, develop business cases, and lead ideation, design, and MVP/prototype delivery. Take a handson approach to both strategy and execution.Strategic Stakeholder Engagement: Act as the product ambassador with key customers (including enterprise and strategic accounts), executive sponsors, and partners. Gather highlevel feedback and incorporate it into roadmap decisions.GotoMarket Ownership: Work closely with commercial, customer success, and marketing teams to define gotomarket, pricing, and enablement.Crossfunctional Leadership: Collaborate with engineering, UX, QA, support, and operations to deliver highquality products on time and to specification. Champion a culture of ownership and continuous improvement.Own the strategy, roadmap, and business case for WFM Request Management covering the full request lifecycle submission, validation, approval, and writeback to the schedule for time off, shift swaps, shift bids, overtime and voluntary time off, schedule changes, availability updates, and fully configurable custom request types.Drive deep capability definition across request rules and eligibility criteria, quotas and allotments, accrual and balance validation, multilevel and hierarchical approval workflows, autoapproval and autodecline logic, waitlists, blackout periods, notifications, and audit history balancing employee flexibility with operational coverage and adherence.Act as the recognized domain expert on request management dependencies with Scheduling, Forecasting, Time & Attendance, and Mobile/selfservice, partnering with peer PMs to sequence crossproduct work and resolve conflicting requirements.Lead discovery and validation with customers, advisory councils, and EAP/beta programs; write clear requirements and acceptance criteria, prioritize the backlog with engineering and UX, and make defensible tradeoffs on scope, quality, and timing.Own launch and adoption outcomes enablement, demos, positioning, and release communications for Sales, Services, and Support and instrument success metrics such as selfservice adoption, autoapproval rates, approval turnaround time, and supervisor time saved.Experience & SkillsMust-have7 years in product management (ideally SaaS/enterprise), with a strong track record of launching and scaling B2B workforce management, contact centre, or enterprise SaaS products.5+ years of direct WFM, scheduling, or realtime analyst experience (preferably in a contact centre environment), with handson familiarity with WFM platforms ( NICE, Verint, Assembled, etc.).Proven experience managing the endtoend product lifecycle, driving commercial outcomes (including pricing, EAP, and GTM).Deep understanding of key WFM metrics (adherence, shrinkage, occupancy, schedule optimisation, forecast variance).Proven ability to create, launch, and grow new products or major features, not just incremental delivery or backlog management.Demonstrated strategic and commercial acumen, including business case development, gotomarket, and revenue/growth responsibility.Experience engaging directly with executivelevel customers, strategic partners, and crossfunctional teams.Strong technical understanding of SaaS, cloud ecosystems, and the software delivery lifecycle.Excellent communication, leadership, and stakeholder management skills.Nice to haveExperience with global product delivery in multisite teams.Experience as a contact centre workforce planner or in a management role managing planning/forecasting teams.Exposure to AI/ML, automation, and analytics in workforce management.Experience in complex B2B software environments.QualificationsBachelors or Masters degree in a relevant field (Business, Computer Science, Engineering, or related) or equivalent practical experience.

What we offerExciting Projects:We focus on industries like HighTech, communication, media, healthcare, retail and telecom. Our customer list is full of fantastic .