About this role:Wells Fargo is seeking a Product Owner to manage Scrum and/or Kanban teams supporting our Contact Center Technology platforms (AI, IVR, Routing, CTI). This role will help to support our current environment of more than 20 lines of business across the enterprise and several Interactive Voice platforms. The role will also help to support our migration to our new Cloud based Contact Center as a Service platform. Learn more about our career areas and lines of business at wellsfargojobs.com.In this role, you will:
Lead the development and execution of complex Contact Center business plans, programs and initiatives which have impact across the enterprise with broad impact
Act as key participant in large-scale planning
Review and analyze complex Voice, AI and digital service strategy for product/functionality/e
product/functionality/experience area requiring strong understanding of the business, policies, procedures and/or compliance requirements
Indirectly lead a broad team of professionals to meet deliverables and drive new initiatives
Strategically collaborate and consult with peers, colleagues and mid-level to senior managers to resolve issues and achieve goals
Potentially lead projects, teams or serve as a peer mentor
Create and manage a roadmap to achieve business and product team objectives including operational efficiencies, customer experience improvements, and use of new AI technology.
xperience area
Influence Self Service strategy for the business line requiring in-depth evaluation of multiple factors including intangibles or unprecedented factors
Make decisions in Self Service Technology strategy for
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:
5+ years of Contact Center/Digital/Voice product management experience
Experience leading product teams in an Agile environment using both Scrum and KanBan methodologies.
Strong history of creating Voice and/or Digital customer experiences involving self-service, predictive/proactive support, and data driven prompting.
An understanding of the Contact Center support model, front and back office operations, and Enterprise level strategy
Knowledge and understanding of product management in the financial services industry
Experience developing and executing strategic roadmaps for large-scale business units
Work with traditional VXML and Java based environments, as well as cloud based, CCaaS platforms.
Creating roadmaps, OKRs, and KPIs to help demonstrate the value of your team and platforms you manage
Job Expectations:
This position is not eligible for Visa sponsorship
Work Schedule: 3 days in office/2 days at home. Schedule is subject to change based on business needs
Ability to travel up to 10% of the time
Willingness to work on-site at stated location on the job posting
Available locations:
401 S Tryon St Charlotte, North Carolina 28202
1801 Park View Dr Shoreview, Minnesota 55126
4101 Wiseman Blvd Bldg 106 San Antonio, Texas 78251
5000 Riverside Rd Irving, Texas 75039
Shoreview - Pay Range: $96,600 – $171,800Pay RangeReflected 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.$96,600.00 - $171,800.00BenefitsWells Fargo provides eligible employees with a comprehensive set of benefits, many of which are listed below. Visit Benefits - Wells Fargo Jobs (https://www.wellsfargojobs.com/en/life-at-wells-fargo/benefits) for an overview of the following benefit plans and programs offered to employees.
Health benefits
401(k) Plan
Paid time off
Disability benefits
Life insurance, critical illness insurance, and accident insurance
Parental leave
Critical caregiving leave
Discounts and savings
Commuter benefits
Tuition reimbursement
Scholarships for dependent children
Adoption reimbursement
Posting End Date:15 Nov 2024 Job posting may come down early due to volume of applicants.We Value DiversityAt 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 DisabilitiesTo request a medical accommodation during the application or interview process, visit Disability Inclusion at Wells Fargo (https://www.wellsfargojobs.com/en/diversity/disability-inclusion/) .Drug and Alcohol PolicyWells Fargo maintains a drug free workplace. Please see our Drug and Alcohol Policy (https://www.wellsfargojobs.com/en/wells-fargo-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.Req Number: R-407765