Lead Digital Product Manager

Wells Fargo•San Antonio, TX

2d•Hybrid

About The Position

Wells Fargo is seeking a Lead Digital Product Manager in Banker Connection as part of Consumer Banking & Lending (CBL). At Wells Fargo, we believe that a meaningful career is much more than just a job. It’s about finding all the elements that help you thrive, in one place. #LivingTheWellLife means you’re supported in life, not just work. It means having a competitive salary, a robust benefits package, and programs to support your work-life balance and well-being. It means being rewarded for investing in your community, celebrated for being your authentic self, and empowered to grow. Wells Fargo ranked in the top three on the 2024 LinkedIn Top Companies List of best workplaces “to grow your career” in the U.S. In this role, you will lead the development and execution of complex digital business plans, programs and initiatives which have impact across multiple lines of business and workgroups. You will lead a broad team of digital professionals to meet deliverables and drive new initiatives. You will define and prioritize engineering work based on competing priorities from multiple teams; understanding of business strategies, current state processes and functional interrelationships is imperative. You will make decisions in digital strategy for product/functionality/experience area requiring strong understanding of the business, policies, procedures and/or compliance requirements. Through thorough understanding of technical products and platforms, you will create plans to evolve product offerings that serve business strategies while taking advantage of technical product evolution. On a quarterly basis, you will prepare for and lead Program Increment/ Big Room Planning. This event brings all stakeholders together to align on what will be delivered by the product team for the next quarter. Requires advanced planning, facilitation, coordination and negotiation skills. You will strategically collaborate and consult with peers, colleagues and mid-level to senior managers to resolve issues and achieve goals. You will communicate considering the audience (business leaders, business operational teams, technology leaders, technology delivery teams). You will act with a sense of urgency to resolve technical issues and act as key participant in large-scale planning. You will review and analyze complex digital strategy for product/functionality/experience area and influence digital strategy for the business line requiring in-depth evaluation of multiple factors including intangibles or unprecedented factors. You will lead projects, teams or serve as a peer mentor.

Requirements

5+ years of digital product management experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education

Nice To Haves

Experience working in a call center or contact center environment supporting customer experience, operations, or telephony platforms.
Hands-on experience with contact center technologies including Genesys, Five9, Verint, Alvaria, and/or Nexidia.
Strong understanding of workforce management concepts including forecasting, scheduling, staffing, and real-time adherence.
Experience with call recording platforms and speech analytics tools to support quality assurance and operational insights.
Knowledge of call queue management, call routing strategies, and telephony infrastructure in enterprise environments.
Experience supporting or participating in telephony migration initiatives and contact center transformation projects.
Familiarity with IVR, IVA, VUI, and NLU technologies used to enhance automated customer interactions.
Understanding of call deflection and call containment strategies to improve customer self-service adoption and operational efficiency.
Experience with NLU speech analytics and conversational AI tools to analyze customer interactions and optimize workflows.
Ability to troubleshoot contact center technology issues and collaborate with cross-functional technical and operational teams.
Strong analytical and problem-solving skills with the ability to interpret call center metrics and performance trends.
Excellent communication and stakeholder management skills with the ability to support business and technical teams.
Experience working in fast-paced environments managing multiple priorities and supporting large-scale customer operations.
Preferred experience with cloud-based telephony and omnichannel contact center solutions.

Responsibilities

Lead the development and execution of complex digital business plans, programs and initiatives which have impact across the multiple lines of business and workgroups
Lead a broad team of digital professionals to meet deliverables and drive new initiatives
Define and prioritize engineering work based on competing priorities from multiple teams; understanding of business strategies, current state processes and functional interrelationships is imperative
Make decisions in digital strategy for product/functionality/experience area requiring strong understanding of the business, policies, procedures and/or compliance requirements
Through thorough understanding of technical products and platforms, create plans to evolve product offerings that serve business strategies while taking advantage of technical product evolution
On a quarterly basis, prepare for and lead Program Increment/ Big Room Planning. This event brings all stakeholders together to align on what will be delivered by the product team for the next quarter. Requires advanced planning, facilitation, coordination and negotiation skills
Strategically collaborate and consult with peers, colleagues and mid-level to senior managers to resolve issues and achieve goals
Communicate considering the audience (business leaders, business operational teams, technology leaders, technology delivery teams)
Act with a sense of urgency to resolve technical issues
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
Lead projects, teams or serve as a peer mentor