Product Owner - Workday HELP, Case & Knowledge Management

The Pitch

As Product Owner for Workday HELP, you’ll own how our employees get answers and resolve HR issues: the cases, the knowledge, and the agents that make both smarter. You’ll implement, break things in sandbox, decide what ships, and turn Workday’s newest AI features into something employees actually use. This is a hands-on IC role. You will configure, test, and launch, not manage a backlog from a distance. And the exciting part: you will continue your consulting journey as we roll the implementation to our portfolio companies across the globe. Also, Workday is shipping AI faster than most teams can evaluate it. We want someone who gets excited about that, not overwhelmed by it.

What You’ll Do

Own and implement Workday HELP

• Lead end-to-end implementation of Case Management: case categories, case types, routing, SLAs, escalation paths, security, and integrations
• Build and run Knowledge Management: article structure, authoring and approval workflows, audience targeting, and content lifecycle
• Own the HELP product roadmap, backlog, and release readiness, including triaging each Workday bi-annual release for what matters to us
  

Experiment with what’s next

• Evaluate and pilot new Workday AI capabilities as they arrive, including Illuminate and self-service agents
• Run structured experiments: define the hypothesis, configure in sandbox, test with real scenarios, and measure results
• Make clear, evidence-backed recommendations on what to adopt, defer, or skip
• Help shape our agent-led self-service approach, from deflection to guided resolution
  

Make it measurable

• Define the metrics for HR service delivery: case volume, resolution time, deflection, knowledge usage, and employee satisfaction
• Build case analytics and dashboards that show leaders what is working and where to act next
  

Work across the Workday ecosystem

• Partner with Core HCM, Talent, Recruiting, and Payroll teams so HELP works smoothly with the rest of the platform
• Work with People Operations, HR Centers of Excellence, and IT on process design, content ownership, and change management
• Coordinate with Workday and implementation partners on features, defects, and early-adopter programs
  

What You Bring

Must-haves

• Hands-on Workday HELP implementation experience. This is non-negotiable. You have taken Case Management and/or Knowledge Management from design to go-live
• Strong Core HCM background. You understand worker data, business processes, security, organizations, and how HELP depends on all of it
• Experience as a product owner, functional lead, or senior consultant who owns configuration, not just requirements
• Ability to translate HR service needs into clear user stories, configuration designs, and test plans
• Strong stakeholder communication across HR, IT, and business teams
  

Strong plus

• Experience implementing or piloting Workday self-service agents or Illuminate AI features
• Case management analytics experience (Workday reporting, people analytics, or dashboards on case data)
  

What makes you a top candidate

• Experience in Peakon, Learning, or Journeys. We want someone who sees how HELP connects to the wider employee experience, such as a Journey that triggers a case or Peakon feedback that reshapes knowledge content
• Workday certifications in HCM or related modules
• Prior experience in a shared services or global HR environment
  

You’ll Thrive Here If You

• Treat every new Workday release like a gift basket and open it immediately
• Are comfortable saying “that didn’t work, here’s why, here’s what we do instead”
• Prefer building and testing over writing 40-page decks
• Care about the employee on the other end of the case, not just the configuration
• Can make a judgment call with 80% of the information
  

Why This Role

• To bring HELP to life, hands on.
• Early access to evaluating Workday’s AI roadmap, with real influence on what we adopt
• A role built around experimentation, not maintenance
• Visible impact: every employee touches HELP
• Opportunity to grow into broader People Technology and AI-in-HR leadership as our platform scope expands

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EEO Statement

The Company is an equal opportunity employer. In accordance with applicable law, we prohibit discrimination against any applicant, employee, or other covered person based on any legally recognized basis, including, but not limited to: veteran status, uniformed servicemember status, race, color, caste, immigration status, religion, religious creed (including religious dress and grooming practices), sex, gender, gender expression, gender identity, marital status, sexual orientation, pregnancy (including childbirth, lactation or related medical conditions), age, national origin or ancestry, citizenship, physical or mental disability, genetic information (including testing and characteristics), protected leave status, domestic violence victim status, or any other consideration protected by federal, state or local law. We are committed to providing reasonable accommodations, if you need an accommodation to complete the application process, please email [email protected]