Product Owner, Workforce Management (Verint)

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.