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Workforce Management, Product Manager

USA - Richardson, TX

At NICE, we don’t limit our challenges. We challenge our limits. Always. We’re ambitious. We’re game changers. And we play to win. We set the highest standards and execute beyond them. And if you’re like us, we can offer you the ultimate career opportunity that will light a fire within you.

So, what’s the role all about? 

NICE is seeking a Product Manager to join the IEX WFM team. This individual will bring their expertise in contact center forecasting and scheduling to drive product development for the market leading Workforce Management solution.  

The Product Manager will be responsible for helping to ensure strategy alignment including helping to define the product vision, driving development priorities, and working closely with engineering for successful delivery to market. 

The role will also represent the Product team while working with critical stakeholders through the entire customer journey from product launch to support. The Product Manager will report directly to the Manager of Product Management and will collaborate with multiple Product Managers.        

 

How will you make an impact?  

  • Bring expertise on Workforce Management practices to influence superior user experiences and innovated designs with IEX WFM 
  • Own roadmap plans and prioritized new features and enhancements to support ongoing delivery, sales/marketing initiatives, and key critical commitments to drive growth and CSAT goals 
  • Conduct market analysis to assist with product strategy and evolution planning 
  • Partner with other team members to define a detailed requirements backlog for each release 
  • Ensure successful go-to-market by working with all stakeholders including sales, marketing, and services 
  • Act as a product evangelist to build awareness and understanding 
  • Drive creative resolution of escalated issues towards optimal business outcomes across internal and external stakeholders 

 

Have you got what it takes? 

  • 3+ years of Workforce Management experience 
  • Understanding of WFM practices with forecasting and scheduling 
  • Strong knowledge of contact center practices 
  • Ability to communicate effectively across all levels of corporate structure 
  • Excellent ability to lead by influence  
  • Good understanding of software and cloud technology 
  • Ability to work in with a globally dispersed team and matrix environment 
  • Strong analytical and problem-solving skills 

 

You will have an advantage if you also have: 

  • Understanding of various WFM solutions on the market (e.g., IEX, Verint, Aspect, Genesys) 
  • Knowledge of agile development practices (particularly SAFe) 
  • Understanding of user-centered designs and user experience 
  • Familiarity with cloud-based applications and AWS infrastructure 
  • Strong analytics or mathematical reasoning skills 
  • Familiarity with Pragmatic Marketing framework 
  • Knowledge of JIRA and Confluence 
  • Inquisitive mindset/ ability to innovate 

 

What’s in it for you? 

Join an ever-growing, market disrupting, global company where the teams – comprised of the best of the best – work in a fast-paced, collaborative, and creative environment! As the market leader, every day at NICE is a chance to learn and grow, and there are endless internal career opportunities across multiple roles, disciplines, domains, and locations. If you are passionate, innovative, and excited to constantly raise the bar, you may just be our next NICEr! 

 

Enjoy NICE-FLEX!  

At NICE, we work according to the NICE-FLEX hybrid model, which enables maximum flexibility: 2 days working from the office and 3 days of remote work, each week. Naturally, office days focus on face-to-face meetings, where teamwork and collaborative thinking generate innovation, new ideas, and a vibrant, interactive atmosphere. 

 

About NICE

NICE Ltd. (NASDAQ: NICE) software products are used by 25,000+ global businesses, including 85 of the Fortune 100 corporations, to deliver extraordinary customer experiences, fight financial crime and ensure public safety. Every day, NICE software manages more than 120 million customer interactions and monitors 3+ billion financial transactions.

Known as an innovation powerhouse that excels in AI, cloud and digital, NICE is consistently recognized as the market leader in its domains, with over 8,500 employees across 30+ countries.

NICE is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, age, sex, marital status, ancestry, neurotype, physical or mental disability, veteran status, gender identity, sexual orientation or any other category protected by law.

 

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