Senior Product Manager - WFM - Remote Eligible

Calabrio Senior Product Manager Opportunity

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.