Product Management Senior Manager – Home Lending Customer Experience Product

Wells Fargo & Company•San Antonio, TX

23h•Hybrid

About The Position

Wells Fargo is seeking a dynamic and results-oriented Product Management Senior Manager (PMM) to join their Customer Experience team in Home Lending Product. This leader will be responsible for setting strategy and driving delivery across key customer experience capabilities that simplify how customers interact with Home Lending across digital and assisted channels. The PMM will manage and develop product managers and/or product owners while partnering closely with engineering, design, analytics, operations, servicing, and frontline teams to deliver measurable improvements in customer satisfaction, operational efficiency, and business outcomes. This role is ideal for a customer-obsessed people leader with strong product fundamentals, a proven track record of measuring results, and the ability to align stakeholders around a clear vision and roadmap.

Requirements

7+ years of Product Management, product development, strategic planning, process management, change delivery, 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

Bachelor’s degree in Business, Computer Science, Human-Centered Design, or related field; advanced degree preferred.
7+ years of product management experience, including experience delivering customer-facing experiences (digital and/or assisted channel) and partnering with technology teams.
2+ years of people leadership experience (direct management and/or matrix leadership), including coaching product talent and leading through influence.
Demonstrated success defining and executing product strategy using customer insights and data-driven decisioning (e.g., funnel analytics, VOC, experimentation, operational metrics).
Strong communication, stakeholder management, and change leadership skills with the ability to align diverse partners around outcomes.
Experience translating complex business problems into clear product requirements and sequencing work across teams and dependencies.
Familiarity with Agile delivery, modern product operating models, and common product tools (roadmapping, backlog management, analytics, and experimentation as applicable).
Experience delivering or partnering on platforms that support customer experience (e.g., web/mobile, authentication, messaging/notifications, case management, knowledge content, workflow, or CRM).
Knowledge of customer experience measurement and governance, including accessibility and content/journey standards.
Proven track record of improving customer outcomes and driving adoption through clear product narratives, stakeholder alignment, and measurable results.
Experience in financial services or other regulated environments delivering customer-facing products with strong risk, compliance, and controls partnership.
Experience leading cross-channel customer journeys (e.g., digital to contact center/branch) and partnering with operations teams to reduce friction and rework.
Experience with experimentation and measurement approaches (A/B testing, journey analytics, VOC programs) to quantify impact and guide iteration.

Responsibilities

Lead and evolve the product vision, strategy, and roadmap for Customer Experience capabilities across Home Lending (digital and assisted experiences), ensuring alignment to business priorities and enterprise standards.
Manage, coach, and develop a team of product managers and/or product owners; establish clear outcomes, operating rhythms, and a culture of accountability and continuous improvement.
Partner with design & research to map end-to-end customer journeys, identify pain points, and translate insights into prioritized product opportunities.
Collaborate with cross-functional partners (engineering, architecture, consumer digital, marketing, servicing, compliance, legal, UAT, and risk) to define requirements, ensure delivery readiness, and drive adoption.
Own outcome-based prioritization across the portfolio using data (e.g., funnel metrics, call drivers, digital engagement, complaints, CSAT/NPS where applicable), customer impact for value, and technical feasibility for effort.
Maintain an execution ready backlog, prioritizing work across customer impacts, business value, risk, and effort supported by clear business cases, noting dependencies. Manage tradeoffs and capacity.
Establish and maintain a customer experience product roadmap connected to Home Lending strategy, including clear OKRs, milestones, dependencies, and release communications.
Ensure solutions meet accessibility, privacy, and security expectations and align with regulatory and risk requirements across customer-facing experiences.
Drive stakeholder alignment by communicating strategy, tradeoffs, and progress with clarity; influence across lines of business to deliver a consistent, enterprise-grade customer experience.
Monitor post-launch performance, run continuous discovery, and iterate with teams to improve experience quality and reduce friction for customers and frontline users. Focus on data-driven outcome metrics to measure success.
Leverage new technologies like GenAI and agentic AI to find efficiencies in how we build products and deliver solutions.