Product Owner - Contact Center Workforce Management Tools

About this role:

Wells Fargo is seeking a Senior Lead Business Execution Consultant to drive strategies for Contact Center Workforce Management Tools as Product Owner. This role is part of the Workforce Optimization Product Team deploying and supporting solutions that drive efficiency and effectiveness across the Wells Fargo enterprise.

In this role, you will:

• Developing, evolving, and communicating the product area vision, priorities, and strategy to key partners and stakeholders while obtaining feedback, managing risk, and ensuring regulatory and policy compliance.

• Collaborating with the product manager on the overall product intention map.

• Drive key aspects of a Contact Center as a Service migration currently in progress.

• Establishing, communicating, and monitoring product area goals and performance indicators.

• Work closely with business teams, technology partners and other stakeholders to gather requirements, define priorities, and ensure alignment on product goals

• Define and track to Objectives and Key Results for product

• Create, prioritize, and refine the product backlog to deliver maximum value

• Act as a Business Execution advisor to leadership to drive performance and initiatives, and develop and implement information delivery or presentations to key stakeholders and senior management

• Lead the strategy and resolution of highly complex and unique challenges related to Business Execution that require solid analytical skills, extensive knowledge of Business Execution, and understanding of business, delivering longer term and large-scale solutions

• Provide vision, direction, and expertise to senior leadership for implementing innovative and significant business solutions that are large scale and cross organizational

• Lead team meetings or steering committee to facilitate decision making and support implementation of recommendations and plans

• Strategically engage with all levels of professionals and managers across multiple lines of businesses and serve as an experienced advisor to the leadership

• Provide direction to a cross functional team using business expertise

Required Qualifications:

• 7 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

Desired Qualifications:

• 8 years of product strategic planning, oversight of a variety of contact center product solutions.

• Strong demonstrated experience with contact centers and contact center workforce management programs

• Strong demonstrated experience with agile product management fundamentals

• Experience with CCaas platform for contact centers

• Experience with driving and achieving significant improvement in workforce management areas including capacity planning, forecasting, scheduling, real-time management, and desktop and process analytics.

• Experience with a broad ranges of workforce management solutions including, Verint, Intradiem, and Alvaria/Aspect.

• Experience in building strong, repeatable processes with adequate controls, building and improving overall team performance and engagement.

• Ability to focus on different customers within scope of delivery campaigns and the ability to maintain a customer-focused mentality through the end-to-end delivery strategic process.

Job Expectations:

• Ability to travel up to 10%

• Hybrid - 3 days in the office, 2 days remote 

• No Visa Sponsorships

Locations: Charlotte NC, Chandler, AZ, Minneapolis, MN, West Des Moines, IA  

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 Diversity

At Wells Fargo, we believe in diversity, equity and inclusion in the workplace; accordingly, we welcome applications for employment from all qualified candidates, regardless of race, color, gender, national origin, religion, age, sexual orientation, gender identity, gender expression, genetic information, individuals with disabilities, pregnancy, marital status, status as a protected veteran or any other status protected by applicable law.

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.

Candidates applying to job openings posted in US: 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.

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.