Lead Digital Product Manager Agent Controls Live Chat

About this role:

Wells Fargo is seeking a Lead Digital Product Manager to join the Contact Center as a Service (CCaaS) Agent Controls and Live Chat Team.

In this role, you will:

• Lead the development and execution of complex digital 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 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
• Make decisions in digital strategy for product/functionality/experience area requiring strong understanding of the business, policies, procedures and/or compliance requirements
• Lead a broad team of digital 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

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 in contact management technologies across voice and chat
• Understanding of IVR/IVA and call routing platforms and softphone (UI), including the ability to maintain and configure customer experiences
• Strong understanding of the firm’s Risk Management Framework (RCSA)
• Ability to consult, build, and maintain solid working relationships across all organizational levels
• Demonstrated team collaboration across resources from business, technology, and architecture
• Experience in problem solving & analysis working with end users to solicit requirements and current state analysis
• Experience in Agile user story writing / creation – ability to create detailed user stories from the perspective of the user while detailing all requirements in acceptance criteria
• Experience working in financial products across card products, lending, and banking
• Demonstrated technical acumen to allow for independent analytical research
• Experience with Agile methodology as it relates to product delivery
• Strong analytical skills with high attention to detail and accuracy
• Ability to prioritize work, meet deadlines, achieve goals, and work under pressure in a dynamic and complex environment
• Advanced Microsoft Office (especially Excel and PowerPoint) skills

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.

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 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:

*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.

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.