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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. Proven hands-on experience working with Verint Workforce Management in a large-scale contact center environment, including experience with platform configuration, administration, implementation, optimization, or product ownership. Bachelor's degree in Business, Operations, Information Systems, Engineering, or a related field; equivalent professional experience considered. Proven experience in Workforce Management, Contact Center Operations, Product Management, Technology, or a related discipline. Experience serving as a Product Owner, Product Manager, Business Product Owner, or similar role supporting an enterprise technology platform. Strong understanding of workforce management disciplines, including forecasting, scheduling, intraday management, staffing, capacity planning, and performance optimization. Demonstrated experience translating business requirements into product features, user stories, acceptance criteria, and prioritized product backlogs. Experience working with Agile product development methodologies and participating in backlog refinement, sprint planning, testing, release planning, and product demonstrations. Experience partnering with Technology and business teams to deliver complex platform enhancements or implementations. Strong analytical and problem-solving skills, with the ability to use operational data, KPIs, and user insights to inform product priorities and decisions. Ability to manage multiple priorities, dependencies, and stakeholders in a complex, highly matrixed environment. Strong written and verbal communication skills with the ability to translate complex technical and operational concepts for different audiences. Demonstrated ability to build effective relationships and influence cross-functional partners. Preferred Qualifications Advanced hands-on experience with Verint Workforce Management configuration, administration, or implementation. Verint Workforce Management certification or equivalent advanced platform expertise. Experience supporting enterprise-scale Verint implementations, upgrades, cloud migrations, or SaaS modernization initiatives. Experience with Verint integrations involving telephony, CRM, routing, HR, data, or digital servicing platforms. Experience with workforce management capabilities supporting voice and digital servicing channels. Experience with AI-enabled workforce optimization, forecasting, automation, intelligent scheduling, or intraday management capabilities. Experience developing product metrics, dashboards, and measurement frameworks to evaluate adoption and business outcomes. Experience working in a large-scale, global, multi-site contact center environment. Familiarity with other workforce optimization platforms such as NICE, Calabrio, or Genesys. Experience working in financial services or another highly regulated industry. Employment eligibility to work with American Express in the United States is required as the company will not pursue visa sponsorship for these positions. At American Express, our culture is built on a 175-year history of innovation, shared values and Leadership Behaviors, and an unwavering commitment to back our customers, communities, and colleagues. From delivering differentiated products to providing world-class customer service, we operate with a strong risk mindset, ensuring we continue to uphold our brand promise of trust, security, and service. As part of Team Amex, you'll experience our powerful backing with comprehensive support for your holistic well-being and many opportunities to learn new skills, develop as a leader, and grow your career. Here, your voice and ideas matter, your work makes an impact, and together, you will help us define the future of American Express. We back you with benefits that support your holistic well-being so you can be and deliver your best. This means caring for you and your loved ones' physical, financial, and mental health, as well as providing the flexibility you need to thrive personally and professionally: Competitive base salaries Bonus incentives 6% Company Match on retirement savings plan Free financial coaching and financial well-being support Comprehensive medical, dental, vision, life insurance, and disability benefits Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need 20+ weeks paid parental leave for all parents, regardless of gender, offered for pregnancy, adoption or surrogacy Free access to global on-site wellness centers staffed with nurses and doctors (depending on location) Free and confidential counseling support through our Healthy Minds program Career development and training opportunities For a full list of Team Amex benefits, visit our Colleague Benefits Site . American Express is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability status, age, or any other status protected by law. American Express will consider for employment all qualified applicants, including those with arrest or conviction records, in accordance with the requirements of applicable state and local laws, including the California Fair Chance Act, the Los Angeles County Fair Chance Ordinance for Employers, and the City of Los Angeles' Fair Chance Initiative for Hiring Ordinance. For positions covered by federal and/or state banking regulations, American Express will comply with such regulations as it relates to the consideration of applicants with criminal convictions. We back our colleagues with the support they need to thrive, professionally and personally. That's why we have Amex Flex, our enterprise working model that provides greater flexibility to colleagues while ensuring we preserve the important aspects of our unique in-person culture. Depending on role and business needs, colleagues will either work onsite, in a hybrid model (combination of in-office and virtual days) or fully virtually. US Job Seekers - Click to view the " Know Your Rights " poster. If the link does not work, you may access the poster by copying and pasting the following URL in a new browser window: https://www.eeoc.gov/poster.