Senior Manager - Workforce Optimization Product Management

Wells Fargo & Company•Irving, TX

1d•Onsite

About The Position

About this role: Wells Fargo is seeking a Business Execution Senior Manager as part of Workforce Optimization Product Teams supporting Contact Center Products and Transformation within the Global Operations organization. The Senior Manager will lead teams responsible for planning, execution, and optimization of workforce optimization capabilities, including forecasting, scheduling, quality management, performance management, analytics, and real-time optimization—while supporting ongoing CCaaS migrations, legacy platform transitions, and Day 2 operational maturity. This leader will partner closely with product, technology, operations, risk, and vendor teams to deliver scalable, compliant, and data-driven solutions aligned to enterprise standards and business priorities. Learn more about the career areas and lines of business at wellsfargojobs.com. In this role, you will Lead and develop a team responsible for executing Workforce Optimization (WFO) product initiatives, ensuring delivery against roadmap priorities, transformation milestones, and operational outcomes. Drive planning, integration, and execution of WFO capabilities across forecasting, scheduling, quality, performance management, analytics, and real-time optimization within legacy and CCaaS environments. Partner with product, technology, operations, risk, and vendor teams to translate strategy into scalable, compliant solutions that improve agent performance and contact center efficiency. Provide leadership across moderate to high-complexity, high-visibility initiatives, including CCaaS migrations, platform decommissioning, and Day 2 optimization. Identify execution, operational, and delivery risks associated with product and platform changes, and develop mitigation strategies to ensure stability and adoption. Influence prioritization, sequencing, and execution across multiple business groups to deliver integrated outcomes aligned to enterprise standards and business objectives. Establish and improve product execution processes, metrics, and governance to increase delivery predictability, transparency, and value realization. Manage allocation of people and financial resources to support product delivery, operational readiness, and ongoing optimization. Collaborate with and influence senior leaders and executives to drive alignment, resolve impediments, and advance strategic WFO initiatives. Build and sustain a culture of talent development, accountability, and continuous improvement aligned to Wells Fargo’s values and transformation goals.

Requirements

6+ years of Business Execution, Implementation, or Strategic Planning experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education
3+ years Management or leadership experience
3+ years of experience leading product or platform delivery initiatives, including planning, prioritization, and execution across cross-functional teams.
2+ years of experience using product or delivery management tools such as Jira, Confluence, or similar tools to plan, track, and manage work delivery.
Ability to work on-site

Nice To Haves

5+ years of experience in workforce optimization, contact center operations, or product management.
2+ years of experience operating in an Agile delivery environment, including collaboration with product, technology, and delivery teams.
Proven track record of managing WFO solutions and/or leading migrations to CCaaS platforms.
Strong understanding of contact center technologies, including workforce management tools, telephony systems, and analytics platforms.
Experience working with CCaaS vendors (e.g., NICE, Genesys, Five9) is a plus.
Excellent leadership, communication, and stakeholder management skills.
Familiarity with agile methodologies and tools.
Strong analytical and problem-solving skills, with the ability to use data to drive decisions.
Experience in process optimization and automation.
Knowledge of compliance requirements and best practices for contact center operations.

Responsibilities

Lead and develop a team responsible for executing Workforce Optimization (WFO) product initiatives, ensuring delivery against roadmap priorities, transformation milestones, and operational outcomes.
Drive planning, integration, and execution of WFO capabilities across forecasting, scheduling, quality, performance management, analytics, and real-time optimization within legacy and CCaaS environments.
Partner with product, technology, operations, risk, and vendor teams to translate strategy into scalable, compliant solutions that improve agent performance and contact center efficiency.
Provide leadership across moderate to high-complexity, high-visibility initiatives, including CCaaS migrations, platform decommissioning, and Day 2 optimization.
Identify execution, operational, and delivery risks associated with product and platform changes, and develop mitigation strategies to ensure stability and adoption.
Influence prioritization, sequencing, and execution across multiple business groups to deliver integrated outcomes aligned to enterprise standards and business objectives.
Establish and improve product execution processes, metrics, and governance to increase delivery predictability, transparency, and value realization.
Manage allocation of people and financial resources to support product delivery, operational readiness, and ongoing optimization.
Collaborate with and influence senior leaders and executives to drive alignment, resolve impediments, and advance strategic WFO initiatives.
Build and sustain a culture of talent development, accountability, and continuous improvement aligned to Wells Fargo’s values and transformation goals.