Product Leader - Contact Center Technologies

About this role:

Wells Fargo is seeking an experienced leader in the Contact Center Technology space to oversee a team of Product Owners and Business Analysts supporting the Contact Mangement environment for Wells Fargo. In this role, you will lead this team to success in designing and building solutions for customers across the enterprise.

In this role, you will:

• Manage and develop a team of product professionals to plan, conduct, and direct assessment technological solutions, strategy development, solutions data, as well as software applications for moderate to complex product domains that may impact one or more lines of business
• Identify and recommend opportunities for process improvement that address long-term business strategies
• Identify risks associated with technological strategies and propose alternative solutions
• Determine appropriate strategy and actions of technology business systems team to meet highly complex deliverables
• Lead business and technology strategy development or design of technology processes, models or standards
• Interpret and examine technical solutions for functions with high complexity
• Collaborate with business and technology management
• Interact directly with vendors and other external contacts to ensure the building of effective and influential relationships
• Manage allocation of people and financial resources for Technology Business Systems
• Assist in management of the annual budget and staffing plan
• Develop and guide a culture of talent development to meet business objectives and strategy

Required Qualifications:

• 6+ years of Business Systems Data, Business Systems Designing, and Information Technology Consulting, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education
• 3+ years Management experience

Desired Qualifications:

• 8 + years' experience leading product teams across Contact Center technologies including IVR, IVA, Intelligent routing, and proactive/predictive treatments.
• 6+ years direct management experience
• Strong history of successful enhancements that have contributed to overall business efficiency and improved customer experience.
• Demonstrated leadership of business product teams that are tightly connected to technology counterparts across highly complex platforms.
• Experience working in an environment with a broad spectrum of stakeholders across Technology, Business operations, Legal, Compliance, Risk and Privacy.
• Financial Services experience

Job Expectations:

• 3 days per week in the office
• Travel up to 15% of the time.

Locations:

Charlotte, NC, Minneapolis, MN, San Antonio, TX, Dallas TX

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.
$120,400.00 - $250,000.00
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:
28 Oct 2024
* 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.

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.