Lead Digital Product Manager

Wells Fargo•Irving, TX

3d•Onsite

About The Position

Wells Fargo is seeking a Lead Digital Product Manager to support the Real-Time Agent Assist (RTAA) product team as a senior individual contributor. RTAA is part of Customer Interaction Workspace (CIW), the primary agent engagement platform that brings customer context, interaction controls, workflows, and intelligent assistance into a unified experience. CIW provides a digital front door for capabilities such as RTAA, enabling AI-driven guidance and automation to reduce agent effort and improve customer outcomes. The role partners closely with Product Management, Product Owners, Technology teams, Contact Center Operations, Risk, Compliance, and Change Management to support successful delivery and adoption of RTAA capabilities. It drives program execution, manages cross-functional dependencies, coordinates business readiness activities, and improves operational alignment across stakeholders, translating product direction into executable plans and measurable outcomes. The position requires a strong working knowledge of artificial intelligence, including generative AI, conversational AI, machine learning, natural language processing, and agentic workflows. This knowledge is used to translate business and agent needs into scalable AI capabilities; evaluate use cases by value, feasibility, risk, and readiness; partner with engineering, data science, architecture, risk, and compliance teams; define requirements for model performance, accuracy, explainability, human oversight, and responsible AI; understand data, integration, and platform dependencies; establish success measures and improve capabilities using performance insights and user feedback; and communicate AI opportunities, limitations, and tradeoffs to business and technology leaders. The successful candidate must be able to work at one of the listed locations: 401 Las Colinas Blvd, Irving, TX 75039, or 2800 S. Price Rd., Chandler, AZ 85286.

Requirements

At least 5 years of digital product management experience, or equivalent demonstrated through work experience, training, military experience, education, or a combination of these.
Strong working knowledge of artificial intelligence, including generative AI, conversational AI, machine learning, natural language processing, and agentic workflows.
Must be able to work at one of the listed locations: Irving, Texas, or Chandler, Arizona.

Nice To Haves

Advanced program management and execution discipline.
Strong cross-functional facilitation skills.
Ability to influence organizational stakeholders without direct authority.
Risk and dependency management experience.
Change management and business readiness planning experience.
Executive communication and presentation skills.
Ability to connect technical delivery efforts to operational outcomes.
Experience navigating complex enterprise organizations.

Responsibilities

Drive program execution for Real-Time Agent Assist (RTAA) capabilities.
Manage cross-functional dependencies and coordinate business readiness activities.
Improve operational alignment across stakeholders and turn product direction into executable plans and measurable outcomes.
Partner with Product Management, Product Owners, Technology teams, Contact Center Operations, Risk, Compliance, and Change Management to support delivery and adoption.
Translate business and agent needs into practical, scalable AI capabilities.
Evaluate AI use cases based on value, feasibility, risk, and readiness.
Partner with engineering, data science, architecture, risk, and compliance teams.
Define product requirements for model performance, accuracy, explainability, human oversight, and responsible AI.
Understand data, integration, and platform dependencies that affect AI outcomes.
Establish success measures and continuously improve capabilities using performance insights and user feedback.
Communicate AI opportunities, limitations, and tradeoffs to business and technology leaders.
Fulfill applicable risk and compliance obligations, follow Wells Fargo policies and procedures, and escalate and remediate issues appropriately.