Description

Product Manager

Requirements

About the Role

We are seeking a strategic, hands-on Product Manager to own, innovate, and scale a key WFM product line. This role is for a true product creator, someone who combines deep domain knowledge in workforce management with the commercial mindset and execution needed to bring innovative, high-impact products to market.

You will own the end-to-end product lifecycle, from shaping vision and strategy to driving successful launches, adoption, and ongoing growth. You will engage directly with strategic customers, partners, and cross-functional teams to deliver solutions that solve real-world challenges in contact centres and complex enterprise environments.

Key Responsibilities

– Own the WFM Product Vision & Strategy:

Develop, articulate, and execute a compelling vision and strategic roadmap for the WFM product line, aligned to customer needs, market trends, and company goals.

– Drive Full Product Lifecycle:

Lead the end-to-end process from market discovery and concept validation through launch, adoption, and scaling. Measure success against business outcomes (growth, adoption, customer satisfaction, retention).

Be the Customer and Market Expert:

Deeply understand contact centre and workforce management domains. Identify emerging needs, market shifts, and technology trends to create differentiated offerings.

Product Creation & Innovation:

Identify new product opportunities, develop business cases, and lead ideation, design, and MVP/prototype delivery. Take a hands-on approach to both strategy and execution.

Strategic Stakeholder Engagement:

Act as the product ambassador with key customers (including enterprise and strategic accounts), executive sponsors, and partners. Gather high-level feedback and incorporate it into roadmap decisions.

– Go-to-Market Ownership

Work closely with commercial, customer success, and marketing teams to define go-to-market, pricing, and enablement.

– Cross-functional Leadership:

Collaborate with engineering, UX, QA, support, and operations to deliver high-quality products on time and to specification. Champion a culture of ownership and continuous improvement.

Own the strategy, roadmap, and business case for WFM Request Management covering the full request lifecycle — submission, validation, approval, and write-back to the schedule — for time off, shift swaps, shift bids, overtime and voluntary time off, schedule changes, availability updates, and fully configurable custom request types.

– Drive deep capability definition across request rules and eligibility criteria, quotas and allotments, accrual and balance validation, multi-level and hierarchical approval workflows, auto-approval and auto-decline logic, waitlists, blackout periods, notifications, and audit history — balancing employee flexibility with operational coverage and adherence.

– Act as the recognized domain expert on request management dependencies with Scheduling, Forecasting, Time & Attendance, and Mobile/self-service, partnering with peer PMs to sequence cross-product work and resolve conflicting requirements.

Lead discovery and validation with customers, advisory councils, and EAP/beta programs; write clear requirements and acceptance criteria, prioritize the backlog with engineering and UX, and make defensible trade-offs on scope, quality, and timing.
Own launch and adoption outcomes — enablement, demos, positioning, and release communications for Sales, Services, and Support — and instrument success metrics such as self-service adoption, auto-approval rates, approval turnaround time, and supervisor time saved

Job responsibilities

Experience & Skills

Must-have:

– 7 years in product management (ideally SaaS/enterprise), with a strong track record of launching and scaling B2B workforce management, contact centre, or enterprise SaaS products.

– 5+ years of direct WFM, scheduling, or real-time analyst experience (preferably in a contact centre environment), with hands-on familiarity with WFM platforms ( NICE, Verint, Assembled, etc.).

– Proven experience managing the end-to-end product lifecycle, driving commercial outcomes (including pricing, EAP, and GTM).

– Deep understanding of key WFM metrics (adherence, shrinkage, occupancy, schedule optimisation, forecast variance).

– Proven ability to create, launch, and grow new products or major features, not just incremental delivery or backlog management.

– Demonstrated strategic and commercial acumen, including business case development, go-to-market, and revenue/growth responsibility.

– Experience engaging directly with executive-level customers, strategic partners, and cross-functional teams.

– Strong technical understanding of SaaS, cloud ecosystems, and the software delivery lifecycle.

– Excellent communication, leadership, and stakeholder management skills.

Nice to have:

– Experience with global product delivery in multi-site teams.

– Experience as a contact centre workforce planner or in a management role managing planning/forecasting teams.

– Exposure to AI/ML, automation, and analytics in workforce management.

– Experience in complex B2B software environments.

Qualifications

Bachelor's or Master's degree in a relevant field (Business, Computer Science, Engineering, or related) or equivalent practical experience.

What we offer

Exciting Projects: We focus on industries like High-Tech, communication, media, healthcare, retail and telecom. Our customer list is full of fantastic global brands and leaders who love what we build for them.

Collaborative Environment: You Can expand your skills by collaborating with a diverse team of highly talented people in an open, laidback environment — or even abroad in one of our global centers or client facilities!

Work-Life Balance: GlobalLogic prioritizes work-life balance, which is why we offer flexible work schedules, opportunities to work from home, and paid time off and holidays.

Professional Development: Our dedicated Learning & Development team regularly organizes Communication skills training(GL Vantage, Toast Master),Stress Management program, professional certifications, and technical and soft skill trainings.

Excellent Benefits: We provide our employees with competitive salaries, family medical insurance, Group Term Life Insurance, Group Personal Accident Insurance , NPS(National Pension Scheme ), Periodic health awareness program, extended maternity leave, annual performance bonuses, and referral bonuses.

Fun Perks: We want you to love where you work, which is why we host sports events, cultural activities, offer food on subsidies rates, Corporate parties. Our vibrant offices also include dedicated GL Zones, rooftop decks and GL Club where you can drink coffee or tea with your colleagues over a game of table and offer discounts for popular stores and restaurants!

About GlobalLogic

GlobalLogic, a Hitachi Group Company, is a trusted digital engineering partner to the world's largest and most forward-thinking companies. Since 2000, we've been at the forefront of the digital revolution – helping create some of the most innovative and widely used digital products and experiences. Today we continue to collaborate with clients in transforming businesses and redefining industries through intelligent products, platforms, and services.

Strategic Product Manager Workforce Management (WFM) IRC302506