Director, Workforce Management (Verint)

American Express
United Kingdom
Workplace: HybridFull timeFunction: Executive & General ManagementSkills: ["Executive communication","Stakeholder management","Analytical thinking","Problem-solving","People leadership"]

Modernize and own the Verint Workforce Management capabilities to improve day-to-day servicing efficiency and customer experience. Define the product vision, strategy, and roadmap aligned to business objectives, translate needs into requirements and prioritized backlogs, and lead implementation, adoption, and continuous optimization. Partner with Operations, Technology, Digital Product, Analytics, and vendors to deliver scalable forecasting, scheduling, staffing, and intraday management outcomes while leading high-performing product teams.

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FursaFursa
American Express
American Express
1 day ago

Director, Workforce Management (Verint)

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 15 hours agoStatus: Live

Job Summary

Modernize and own the Verint Workforce Management capabilities to improve day-to-day servicing efficiency and customer experience. Define the product vision, strategy, and roadmap aligned to business objectives, translate needs into requirements and prioritized backlogs, and lead implementation, adoption, and continuous optimization. Partner with Operations, Technology, Digital Product, Analytics, and vendors to deliver scalable forecasting, scheduling, staffing, and intraday management outcomes while leading high-performing product teams.
Location: United Kingdom
Workplace: Hybrid
Employment Type: Full time
Job Function: Executive & General Management
Seniority: Director level

Key Responsibilities

  • •Define the Verint workforce management product vision, strategy, and roadmap aligned to business objectives.
  • •Lead modernization of the Verint Workforce Management platform to improve operational efficiency and servicing experience.
  • •Serve as Product Owner by defining and prioritizing the workforce management roadmap and capabilities.
  • •Partner across Operations, Technology, Digital Product, Analytics, and vendors to deliver scalable workforce management solutions.
  • •Lead implementation, configuration, testing, deployment, adoption, and data-driven continuous improvement (including governance and KPI monitoring).

Pay and Benefits

Perks:Health InsuranceDentalVisionLife InsuranceDisability InsurancePaid ParentalRetirementFlexible WorkingLearning Budget

Key Requirements

  • •Hands-on experience administering and optimizing the Verint Workforce Management platform in large-scale, multi-site contact centers.
  • •Experience serving as a Product Owner/Product Manager for an enterprise application, including roadmap development, backlog prioritization, and delivery of new capabilities.
  • •Proven progressive experience in Workforce Management, Contact Center Operations, Product Management, or a related field.
  • •Experience leading enterprise-scale implementations, upgrades, or modernization efforts for Verint Workforce Management.
  • •Strong knowledge of workforce management disciplines (forecasting, scheduling, intraday management, capacity planning, and performance optimization).
Experience:Contact centersEnterprise softwareWorkforce managementAgileProduct management
Skills:Executive communicationStakeholder managementAnalytical thinkingProblem-solvingPeople leadership
Certifications:Verint Workforce Management certification
Tech Stack:Verint Workforce ManagementAgileUser storiesKPIsForecastingSchedulingCapacity planningIntraday managementTelephonyCRMSaaSNICECalabrioGenesys

Eligibility

Work Authorization:Authorization required. Sponsorship not provided.

Company Brief

American Express
Provides global payment, credit, and travel-related financial services for consumers and businesses. Best known for its charge and credit cards, merchant payment network, and premium customer rewards and servicing.
Industry: Payments
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: New York City, United States
Founded: 1850
WebsiteLinkedIn