Are you driven by innovation and looking to thrive in a fast-paced, growing environment? Join us at Calabrio and be part of our dynamic team! Help us in reshaping the landscape of customer experience – where every interaction becomes an opportunity, and every insight drives meaningful change.
Introducing Calabrio – The trailblazers in customer experience intelligence! Revolutionizing the way organizations connect with their customers, we empower businesses to elevate every interaction to new heights. Our cutting-edge cloud platform, coupled with AI-driven analytics tools, unlocks the true essence of customer sentiment, turning data into actionable insights with lightning speed.
We are seeking an experienced Senior Product Manager to drive strategy, innovation, and growth for our WFM portfolio. This is a high-impact role that partners with cross-functional teams and engages with enterprise customers worldwide.
What you'll be doing:
- Own and lead the product vision, strategy, and execution for a core area within Calabrio’s WFM suite, delivering measurable value to global customers.
- Manage the end-to-end product lifecycle: from ideation and discovery through to launch, adoption, and ongoing optimisation
- Drive the product roadmap with direct input from contact centre workforce analysts, planners, and operations leaders, ensuring user needs and operational realities shape product priorities.
- Define and track product KPIs related to forecasting accuracy, shrinkage, schedule efficiency, and service level achievement; use these insights to inform prioritisation and continuous improvement.
- Represent the needs of contact centre planners in cross-functional product and go-to-market strategies, including enablement and launch planning.
- Lead product discovery through customer interviews, workflow mapping, and hands-on shadowing of planners to deeply understand daily challenges and pain points.
- Collaborate with engineering, UX, and data science teams to deliver user-centred features that improve planner productivity and support decision-making.
- Mentor and support junior product managers and contribute to building a high-performance product culture.
- Champion data-driven, user-centric product management and foster a deep understanding of customer needs.
- Drive innovation by leveraging AI, automation, and new technologies to solve workforce management challenges.
- Define and manage product pricing, early access programmes (EAP), enablement, and go-to-market strategies in partnership with commercial, finance, and senior leadership teams—ensuring product alignment with company objectives and customer success.
- Stay on top of WFM industry trends, technology advances, and user feedback to guide continuous improvement and innovation.
We're Looking For:
- Strong product management toolkit: product thinking, commercial acumen, user empathy, and data-driven decision making.
- Expertise in workforce planning, forecasting, scheduling, and optimisation.
- Ability to define, track, and act on product KPIs related to forecasting accuracy, schedule adherence, shrinkage, and other operational metrics.
- Proven capability to manage the full product lifecycle and drive adoption in a SaaS context.
- Excellent communication, stakeholder management, and influencing skills—comfortable with executive and technical audiences.
- 10+ years of experience in Workforce Management, Scheduling, or Real-Time Analyst (RTA) roles, preferably within a contact centre environment.
- 7+ years of product management experience, with a proven record of launching and scaling successful SaaS or enterprise products.
- Experience as a contact centre workforce planner or in a leadership role managing planning/forecasting teams is a strong advantage.
- Demonstrated experience working with enterprise/global customers and turning operational insights into actionable product strategy.
- Hands-on familiarity with leading WFM tools such as Calabrio, NICE, Verint, Assembled, or similar platforms.
- Bachelor’s degree in a technical, business, or related field required; MBA or advanced degree is a plus.
Calabrio People are: Open, Clear, Ambitious, Accountable, Collaborative, Consistent
What we value most…workplace diversity and ensuring an environment of mutual respect. We believe that diversity and inclusion are critical to our success, and we are proud to be an equal opportunity employer. Our commitment is to continue to keep our people healthy, focused, and inspire creativity. Our team members are offered comprehensive benefits for various life circumstances and needs, great opportunities for career development, and a balanced work-life to achieve personal and professional success (all benefits are subject to eligibility requirements). As an Innovator with Purpose, you’ll feel motivated and genuinely excited to come to work!
Calabrio celebrates and fosters a culture that thrives on diversity. We are an Equal Opportunity Employer that prohibits discrimination and harassment of any kind. We provide employees with a work environment free of discrimination and harassment. All employment decisions at Calabrio are based on business needs, job requirements, and individual qualifications, without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status, parental status, or any other status protected by the laws or regulations in the locations where we operate. We celebrate the >40 nationalities of team members that contribute to our success.
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