Customer Service Senior Manager

Wells Fargo • San Antonio, TX

1d • Hybrid

About The Position

Wells Fargo is seeking a Customer Service Senior Manager to lead our new Mass team focused on the needs of Business Banking customers with annual revenues between $0 and $500,000. This represents the largest number of customers within Business Banking. The service provided by this team is key to retaining this customer base with Wells Fargo and assisting them with their everyday needs. In this role, you will lead the Mass business segment across Wells Fargo Business Operations Customer Service, manage and develop both managers and individual contributors across multiple U.S. sites, and be responsible for how we deliver the best possible service for Mass customers across the globe. You will serve as the highest-level escalation point for complex customer and employee issues, using sound judgment and critical thinking. Partner daily with internal groups including Bankers, Fraud, Credit Card, Merchant Services, Lending, Legal, and Complaints teams to resolve issues and support customer outcomes. Identify opportunities for operational improvement, process optimization, and risk mitigation with the Mass segment. Provide thought leadership to identify opportunities with Digital, AI, and other capabilities to drive more customer self-service options with the Mass customer segment. Implement new systems, policies, and guidelines that support the segment-based service model. Ensure all activities align with Wells Fargo legal, regulatory, investor, and business policies. Manage staffing levels, workforce allocation, performance expectations, and financial resources for your assigned segment. Mentor, coach, and develop leaders—including managers, coaches, and senior agents—to build a strong talent pipeline and elevate overall performance.

Requirements

• 7+ years of Customer Service, Financial Services or Contact Center experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education
• 3+ years of management or leadership experience

Nice To Haves

• Experience supporting Small Business or Business Banking customers
• Demonstrated experience with high value customer segments within a business line – knowing their needs and providing a high-quality experience
• Strong ability to interpret customer needs and resolve highly complex issues with minimal escalation
• Demonstrated experience managing managers and leading high performing teams
• Ability to coach, mentor, and develop talent at scale
• Experience collaborating with cross‑functional partners such as bankers/sales, lending, fraud, merchant services, legal complaints, and product teams
• Strong critical‑thinking skills and the ability to balance risk, customer experience, and business needs
• Exceptional communication and interpersonal skills; ability to influence at all levels of the organization
• Experience driving operational or service‑model transformation
• Demonstrated ability to be adaptable and nimble based on changing business environments and customer needs/behaviors

Responsibilities

• Lead the Mass business segment across Wells Fargo Business Operations Customer Service
• Manage and develop both managers and individual contributors across multiple U.S. sites
• Be responsible for how we deliver the best possible service for Mass customers across the globe
• Serve as the highest‑level escalation point for complex customer and employee issues, using sound judgment and critical thinking
• Partner daily with internal groups including Bankers, Fraud, Credit Card, Merchant Services, Lending, Legal, and Complaints teams to resolve issues and support customer outcomes
• Identify opportunities for operational improvement, process optimization, and risk mitigation with the Mass segment
• Thought leadership to identify opportunities with Digital, AI, and other capabilities to drive more customer self service options with the Mass customer segment
• Implement new systems, policies, and guidelines that support the segment‑based service model
• Ensure all activities align with Wells Fargo legal, regulatory, investor, and business policies
• Manage staffing levels, workforce allocation, performance expectations, and financial resources for your assigned segment
• Mentor, coach, and develop leaders—including managers, coaches, and senior agents—to build a strong talent pipeline and elevate overall performance

Benefits

• Wells Fargo is an equal opportunity employer.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed