Associate Product Manager (Workforce Management)

Location: Brighton, United Kingdom; remote work is available within the stated location context.

Company

A global IT services and consulting organization delivering digital transformation and technology solutions for enterprise and start-up clients across more than 25 countries.

What you will do

• Support the product roadmap for workforce management platforms and coordinate delivery of enhancements, upgrades, and new functionality.
• Gather business requirements from Operations, Technology, Analytics, and other stakeholders and translate them into product features and user stories.
• Support backlog prioritization, sprint planning, backlog refinement, user acceptance testing, implementation, and release management.
• Analyze forecasting, scheduling, staffing, and workforce management processes to identify efficiency and automation opportunities.
• Monitor product KPIs and customer feedback, recommend improvements, and support adoption of new capabilities.
• Create process documentation, training materials, and launch communications while coordinating with vendors and internal support teams.

Requirements

• Bachelor’s degree in Business, Information Systems, Operations, Engineering, or a related field, or equivalent experience.
• 2–4 years of experience in product management, project management, workforce management, contact center operations, business analysis, or a related field.
• Experience with Agile methodologies, user stories, backlog refinement, and sprint planning.
• Strong analytical, problem-solving, communication, and organizational skills, with the ability to manage multiple priorities.
• Experience gathering business requirements and collaborating with cross-functional teams.
• Proficiency with Microsoft Excel and PowerPoint; familiarity with Jira, Azure DevOps, or similar Agile tools.

Nice to have

• Experience with contact center operations or workforce management functions, including forecasting, scheduling, capacity planning, or intraday management.
• Knowledge of Verint, NICE, Nexidia, Calabrio, Genesys, or similar workforce optimization platforms.
• Experience with software implementation, configuration, or enhancement projects.
• Familiarity with Power BI, Tableau, SQL, or similar reporting and analytics tools.

Culture & Benefits

• Remote-work flexibility within a global, multicultural environment.
• Health insurance, language courses, and a relocation program.
• Professional development through certification programs, mentorship, talent investment, and internal mobility opportunities.
• Work on digital transformation projects for large global clients.
• Inclusive workplace with open communication, team-building events, and sustainability initiatives.