Contact Center Product Owner

About this role:

Wells Fargo is seeking a Lead Digital Product Manager (Product Owner for Contact Center) to help support our existing Contact Center Technology Applications and assist in the transformation to a new cloud-based platform. In this role, the Product Owner will be tasked to lead the vision of the product to realize the organization’s business outcomes. This role sits within the Consumer, Small & Business Banking Operations group and will be reporting into Technology Business Systems Senior Manager.

In this role, you will:

• Lead the development and execution of complex digital business plans, programs and initiatives which have impact across the enterprise with broad impact
• Supporting our new contact center desktop design and integrations
• Play the role of a Product Owner for specific product team(s) and or product area(s) on permanent or interim basis or as identified by the Product Manager.
• Partner with the Product Manager/s to support product delivery, coordinating delivery on committed outcomes and ensuring transparency to risks, dependencies and impediments.
• Define Requirements (writing epics and user stories) based on business analysis, agile development (act as a product owner), coordinate testing support (SIT and UAT), production rollout support (planning and deployment validation), and Change enablement.
• Support the product by assisting in interpreting enterprise and technology requirements, changes in requirements, and updates to product tools.
• Partner with peer Product Owners and Enablement team members to care for change readiness, communications and identify training needs.
• Strategically collaborate and consult with peers, colleagues, and mid-level to senior managers to resolve issues and achieve goals

Required Qualifications:

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

Desired Qualifications:

• 3 years of financial industry experience
• 2 years of Product management experience
• 3 years of Agile experience
• 2 years of Interactive Voice Response (IVR), Call Routing, Agent desktop or other Contact Center relevant experience
• 2 years of experience delivering complex enterprise-wide information technology solutions  
• Experienced working in Product organization in the capacity of a Product Owner
• Experience working in a dynamic agile environment, supporting applications with multiple dependencies
• Experience with leading and conceptualizing a solution for a problem statement
• Experience with dealing with data and performing necessary analytics to conceptualize a project helping realize a business benefit
• Experience working on Digital products in close integration with other channels (Voice Channel, Digital, CRMs)

Job Expectations:

• Ability to work on-site at one the posted work location 

Locations:

• 401 S Tryon St CHARLOTTE, NC 28202-1675
• 400 Highway 169 S SAINT LOUIS PARK, MN 55426
• 1301 Solana Blvd Bldg 1 Fl 1-3 WESTLAKE, TX 76262
• 7711 Plantation Rd ROANOKE, VA 24019-3224
• 4101 Wiseman Blvd. San Antonio, TX 78251

Pay Range
 

Reflected is the base pay range offered for this position. Pay may vary depending on factors including but not limited to achievements, skills, experience, or work location. The range listed is just one component of the compensation package offered to candidates.

Benefits

Wells Fargo provides eligible employees with a comprehensive set of benefits, many of which are listed below. Visit Benefits - Wells Fargo Jobs for an overview of the following benefit plans and programs offered to employees.

• Health benefits
• 401(k) Plan
• Paid time off
• Disability benefits
• Life insurance, critical illness insurance, and accident insurance
• Parental leave
• Critical caregiving leave
• Discounts and savings
• Commuter benefits
• Tuition reimbursement
• Scholarships for dependent children
• Adoption reimbursement

Posting End Date:

*Job posting may come down early due to volume of applicants.

We Value Equal Opportunity

Wells Fargo is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other legally protected characteristic.

Employees support our focus on building strong customer relationships balanced with a strong risk mitigating and compliance-driven culture which firmly establishes those disciplines as critical to the success of our customers and company. They are accountable for execution of all applicable risk programs (Credit, Market, Financial Crimes, Operational, Regulatory Compliance), which includes effectively following and adhering to applicable Wells Fargo policies and procedures, appropriately fulfilling risk and compliance obligations, timely and effective escalation and remediation of issues, and making sound risk decisions. There is emphasis on proactive monitoring, governance, risk identification and escalation, as well as making sound risk decisions commensurate with the business unit’s risk appetite and all risk and compliance program requirements.

Applicants with Disabilities

To request a medical accommodation during the application or interview process, visit Disability Inclusion at Wells Fargo.

Drug and Alcohol Policy

Wells Fargo maintains a drug free workplace.  Please see our Drug and Alcohol Policy to learn more.

Wells Fargo Recruitment and Hiring Requirements:

a. Third-Party recordings are prohibited unless authorized by Wells Fargo.

b. Wells Fargo requires you to directly represent your own experiences during the recruiting and hiring process.