Lead Digital Product Manager

About this role:

Wells Fargo is seeking a Lead Digital Product Manager in Banker Connection as part of Consumer Banking & Lending (CBL). Learn more about the career areas and lines of business at wellsfargojobs.com.

Are you looking for more? Find it here. At Wells Fargo, we believe that a meaningful career is much more than just a job. It’s about finding all the elements that help you thrive, in one place. #LivingTheWellLife means you’re supported in life, not just work. It means having a competitive salary, a robust benefits package, and programs to support your work-life balance and well-being. It means being rewarded for investing in your community, celebrated for being your authentic self, and empowered to grow. And we’re recognized for it! Wells Fargo ranked in the top three on the 2024 LinkedIn Top Companies List of best workplaces “to grow your career” in the U.S. Learn more about the career areas and business divisions at wellsfargojobs.com.

In this role, you will:

• Lead the development and execution of complex digital business plans, programs and initiatives which have impact across the multiple lines of business and workgroups
• Lead a broad team of digital professionals to meet deliverables and drive new initiatives
• Define and prioritize engineering work based on competing priorities from multiple teams; understanding of business strategies, current state processes and functional interrelationships is imperative
• Make decisions in digital strategy for product/functionality/experience area requiring strong understanding of the business, policies, procedures and/or compliance requirements
• Through thorough understanding of technical products and platforms, create plans to evolve product offerings that serve business strategies while taking advantage of technical product evolution
• On a quarterly basis, prepare for and lead Program Increment/ Big Room Planning.  This event brings all stakeholders together to align on what will be delivered by the product team for the next quarter.  Requires advanced planning, facilitation, coordination and negotiation skills
• Strategically collaborate and consult with peers, colleagues and mid-level to senior managers to resolve issues and achieve goals
• Communicate considering the audience (business leaders, business operational teams, technology leaders, technology delivery teams)
• Act with a sense of urgency to resolve technical issues
• Act as key participant in large-scale planning
• Review and analyze complex digital strategy for product/functionality/experience area
• Influence digital strategy for the business line requiring in-depth evaluation of multiple factors including intangibles or unprecedented factors
• Lead projects, teams or serve as a peer mentor

Required Qualifications:

• 5+ years of digital product management experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education

Desired Qualifications:

• Experience working in a call center or contact center environment supporting customer experience, operations, or telephony platforms.
• Hands-on experience with contact center technologies including Genesys, Five9, Verint, Alvaria, and/or Nexidia.
• Strong understanding of workforce management concepts including forecasting, scheduling, staffing, and real-time adherence.
• Experience with call recording platforms and speech analytics tools to support quality assurance and operational insights.
• Knowledge of call queue management, call routing strategies, and telephony infrastructure in enterprise environments.
• Experience supporting or participating in telephony migration initiatives and contact center transformation projects.
• Familiarity with IVR, IVA, VUI, and NLU technologies used to enhance automated customer interactions.
• Understanding of call deflection and call containment strategies to improve customer self-service adoption and operational efficiency.
• Experience with NLU speech analytics and conversational AI tools to analyze customer interactions and optimize workflows.
• Ability to troubleshoot contact center technology issues and collaborate with cross-functional technical and operational teams.
• Strong analytical and problem-solving skills with the ability to interpret call center metrics and performance trends.
• Excellent communication and stakeholder management skills with the ability to support business and technical teams.
• Experience working in fast-paced environments managing multiple priorities and supporting large-scale customer operations.
• Preferred experience with cloud-based telephony and omnichannel contact center solutions.

Job Expectations:

• This position offers a hybrid work schedule.

This position is not eligible for Visa sponsorship.

Posting Locations:

• 1525 W W T Harris Blvd - Charlotte, NC 28262
• 2222 W Rose Garden Ln - Phoenix, Arizona 85027
• 4101 Wiseman Blvd - San Antonio, TX 78251

Required locations listed above.

Salary range is determined by location of the job. May be considered for a discretionary bonus.

Please note: Job posting may come down early due to volume of applicants.

Posting End Date: 

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

We Value Equal Opportunity

Wells Fargo is an equal opportunity employer. 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.

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 Canada: Applications for employment are encouraged from all qualified candidates, including women, persons with disabilities, aboriginal peoples and visible minorities. Accommodation for applicants with disabilities is available upon request in connection with the recruitment process.

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.