Lead Digital Product Manager

Wells Fargo Bank•Chandler, AZ

1d•Onsite

About The Position

Wells Fargo is seeking a Lead Digital Product Manager for its 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 Real-Time Agent Assist (RTAA), which enables AI-driven guidance and automation to reduce agent effort and improve customer outcomes. This senior individual-contributor role supports the RTAA product team and partners with Product Management, Product Owners, Technology teams, Contact Center Operations, Risk, Compliance, and Change Management. The role drives program execution, manages cross-functional dependencies, coordinates business-readiness activities, and improves operational alignment. It helps turn product direction into executable plans and measurable outcomes. The RTAA Product Manager needs a strong working knowledge of artificial intelligence, including generative AI, conversational AI, machine learning, natural language processing, and agentic workflows. The role applies that knowledge to translate business and agent needs into scalable AI capabilities; evaluate use cases for value, feasibility, risk, and readiness; partner with engineering, data science, architecture, risk, and compliance; 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 position must be based at one of the listed locations: Irving, Texas, or Chandler, Arizona. Wells Fargo emphasizes risk and compliance responsibilities, including following applicable policies and procedures, fulfilling risk and compliance obligations, escalating and remediating issues, monitoring and governing risk, and making sound risk decisions.

Requirements

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 locations listed in the posting: 401 Las Colinas Blvd, Irving, TX 75039, or 2800 S. Price Rd., Chandler, AZ 85286.

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.
Executive communication and presentation skills.
Ability to connect technical delivery efforts to operational outcomes.
Experience navigating complex enterprise organizations.

Responsibilities

Drive program execution for the Real-Time Agent Assist product team.
Manage cross-functional dependencies and coordinate business-readiness activities.
Improve operational alignment across stakeholders and translate product direction into executable plans and measurable outcomes.
Partner with Product Management, Product Owners, Technology teams, Contact Center Operations, Risk, Compliance, Change Management, engineering, data science, and architecture.
Translate business and agent needs into practical, scalable AI capabilities.
Evaluate AI use cases based on value, feasibility, risk, and readiness.
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.
Follow applicable Wells Fargo policies and procedures and fulfill risk and compliance obligations, including timely escalation and remediation of issues.