About this role:

Wells Fargo is seeking an experienced leader in the Contact Center Technology space to oversee a team of Product Owners and Business Analysts supporting the Contact Mangement environment for Wells Fargo. In this role, you will lead this team to success in designing and building solutions for customers across the enterprise.

In this role, you will:

Manage and develop a team of product professionals to plan, conduct, and direct assessment technology solutions, strategy development, solutions data, as well as software applications for moderate to complex product domains that may impact one or more lines of business

Identify and recommend opportunities for process improvement that support long-term business strategies

Identify risks associated with technology strategies and propose alternative solutions

Determine appropriate strategy and actions for your product team to meet highly complex deliverables

Lead business and technology strategy development or design of technology processes, models or standards

Interpret and examine technical solutions for functions with high complexity

Collaborate with business and technology management

Interact directly with vendors and other external contacts to ensure the building of effective and influential relationships

Manage allocation of people and financial resources for Technology Business Systems

Assist in management of the annual budget and staffing plan

Develop and guide a culture of talent development to meet business objectives and strategy

Required Qualifications:

6+ years of Business Systems Data, Business Systems Designing, and Information Technology Consulting, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education

3+ years Management experience

Desired Qualifications:

8 + years' experience leading product teams across Contact Center technologies including IVR, IVA, Intelligent routing, and proactive/predictive treatments.

6+ years direct management experience

Strong history of successful enhancements that have contributed to overall business efficiency and improved customer experience.

Demonstrated leadership of business product teams that are tightly connected to technology counterparts across highly complex platforms.

Experience working in an environment with a broad spectrum of stakeholders across Technology, Business operations, Legal, Compliance, Risk and Privacy.

Financial Services experience

Job Expectations:

3 days per week in the office

Travel up to 15% of the time.

Locations:

Charlotte, NC, Minneapolis, MN, San Antonio, TX, Dallas TX

Pay Range
 

Reflected is the base pay range offered for this position. Pay may vary depending on factors including but not limited to achievements, skills, experience, or work location. The range listed is just one component of the compensation package offered to candidates.

$120,400.00 - $250,000.00

Benefits

Wells Fargo provides eligible employees with a comprehensive set of benefits, many of which are listed below. Visit Benefits - Wells Fargo Jobs for an overview of the following benefit plans and programs offered to employees.

Health benefits401(k) PlanPaid time offDisability benefitsLife insurance, critical illness insurance, and accident insuranceParental leaveCritical caregiving leaveDiscounts and savingsCommuter benefitsTuition reimbursementScholarships for dependent childrenAdoption reimbursement

Posting End Date:

6 Nov 2024

*Job posting may come down early due to volume of applicants.

We Value Diversity

At Wells Fargo, we believe in diversity, equity and inclusion in the workplace; accordingly, we welcome applications for employment from all qualified candidates, regardless of race, color, gender, national origin, religion, age, sexual orientation, gender identity, gender expression, genetic information, individuals with disabilities, pregnancy, marital status, status as a protected veteran or any other status protected by applicable law.

Employees support our focus on building strong customer relationships balanced with a strong risk mitigating and compliance-driven culture which firmly establishes those disciplines as critical to the success of our customers and company. They are accountable for execution of all applicable risk programs (Credit, Market, Financial Crimes, Operational, Regulatory Compliance), which includes effectively following and adhering to applicable Wells Fargo policies and procedures, appropriately fulfilling risk and compliance obligations, timely and effective escalation and remediation of issues, and making sound risk decisions. There is emphasis on proactive monitoring, governance, risk identification and escalation, as well as making sound risk decisions commensurate with the business unit’s risk appetite and all risk and compliance program requirements.

Candidates applying to job openings posted in US: All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other legally protected characteristic.

Applicants with Disabilities

To request a medical accommodation during the application or interview process, visit Disability Inclusion at Wells Fargo.

Drug and Alcohol Policy

 

Wells Fargo maintains a drug free workplace.  Please see our Drug and Alcohol Policy to learn more.

Wells Fargo Recruitment and Hiring Requirements:

a. Third-Party recordings are prohibited unless authorized by Wells Fargo.

b. Wells Fargo requires you to directly represent your own experiences during the recruiting and hiring process.