Head of Contact Center Product Strategy & Execution (Modernization)

Wells Fargo & Company • Irving, TX

2d

About The Position

The Head of Contact Center Product Strategy & Execution will lead Wells Fargo’s enterprise contact center modernization from a product-first perspective—defining the end-state servicing platform, prioritizing capabilities, and driving measurable improvements in customer and agent experience. This is a multi-year, enterprise initiative spanning multiple lines of business, with a focus on delivering standardized, scalable platform capabilities that improve customer outcomes and operational effectiveness. This executive will build and lead a product organization accountable for product strategy and product execution, including product discovery, roadmaps, backlogs, release outcomes, adoption, and value realization. The role partners closely with program governance, change delivery, and operational readiness leaders to coordinate integrated delivery; however, this position is not the owner of PMO mechanics or day-to-day program management.

Requirements

• 8+ years of Product Management experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education.
• 4+ years of Management experience.

Nice To Haves

• Senior Leadership & Transformation Experience: Proven executive or senior‑level leader with progressive responsibility, including leading large‑scale business and technology transformation initiatives in a banking environment, spanning product development, customer experience, digital enablement, and enterprise contact center operations.
• Contact Center & Digital Operations Expertise: Demonstrated understanding of contact center/call center operating models, key technologies, and metrics, with hands‑on experience improving performance outcomes such as customer satisfaction, operational efficiency, cost management, and service quality across omnichannel environments.
• Strategic, Influential Change Leader: Recognized change agent with the ability to drive multiple concurrent workstreams and influence outcomes in complex, matrixed organizations, effectively aligning senior stakeholders and delivering results without direct organizational control.
• Customer‑Centric & Technology‑Enabled Leader: Strong track record applying customer‑centric design principles and journey mapping, supported by modern technology practices including Agile delivery, Cloud/SaaS platforms, data management, analytics, and digital tooling, with the ability to clearly articulate the operational impact of technology decisions to both technical and non‑technical audiences.
• Hands‑On, Results‑Oriented Executive: Demonstrates a “roll‑up‑your‑sleeves” leadership style with a strong bias for action; comfortable operating in ambiguity and translating vague or emerging initiatives into clear strategies, executable plans, and measurable outcomes.
• Inclusive Talent & Relationship Builder: Passionate about talent development, leadership growth, and fostering an inclusive workplace, with exceptional written and verbal communication, relationship management, conflict resolution, and negotiation skills to build compelling business cases and drive the case for change at all levels of the organization.

Responsibilities

• Define the enterprise product vision and multi-year roadmap for CCaaS and adjacent contact center capabilities.
• Establish platform standards and guardrails to drive cross–line-of-business consistency, reuse, and simplification.
• Lead product teams across core capability areas (e.g., voice self-service, routing and interaction, telephony foundations, workforce enablement features, reporting/data).
• Partner with technology leadership to translate product direction into executable platform requirements and releases.
• Manage strategic vendor partnerships to align roadmaps, release plans, and platform adoption outcomes.
• Define and drive a measurement system for product outcomes (adoption, experience quality, stability, efficiency), partnering with operations on operational performance routines.
• Influence and align senior stakeholders across operations, technology, risk, finance, and lines of business to set priorities, resolve tradeoffs, and ensure delivery focus.

What This Job Offers

• Job Type: Full-time
• Career Level: Executive
• Education Level: No Education Listed
• Number of Employees: 5,001-10,000 employees