About Wells Fargo
Wells Fargo & Company (NYSE: WFC) is a diversified, community-based financial services company with $1.98 trillion in assets. Wells Fargo’s vision is to satisfy our customers’ financial needs and help them succeed financially. Founded in 1852 and headquartered in San Francisco, Wells Fargo provides banking, investment, and mortgage products and services, as well as consumer and commercial finance, through 7,400 locations, more than 13,000 ATMs, the internet (wellsfargo.com), and mobile banking, and has offices in 31 countries and territories to support customers who conduct business in the global economy. With approximately 263,000 team members, Wells Fargo serves one in three households in the United States. Wells Fargo & Company was ranked No. 30 on Fortune’s 2020 rankings of America’s largest corporations.
At Wells Fargo, we are looking for talented people who will put our customers at the center of everything we do. We are seeking candidates who embrace diversity, equity, and inclusion in a workplace where everyone feels valued and inspired.
Help us build a better Wells Fargo. It all begins with outstanding talent. It all begins with you.
Consumer and Small Business Banking
Consumer and Small Business Banking (CSBB) provides financial services to 21 million retail bank households and three million small business customers through approximately 4,900 retail branches, 17 customer service centers, and approximately 13,000 ATMs in 36 states and the District of Columbia. We serve and help individuals and families in many aspects of their lives, helping them buy homes, open first bank and savings accounts, buy cars to get to and from work or school, and start or grow small businesses. CSBB is focused on innovating and transforming with the customer at the center, better enabling customers to engage with us how, when, and wherever they choose. As an industry leader in many consumer and small business areas – including retail deposits, debit card transaction and purchase volume, and small business lending – our primary goal is delivering for our customers.
CSBB Operations delivers a diverse set of foundational operational and contact center services for the enterprise and to consumer, small business, and wholesale customers, providing stability, scalability, and security for Wells Fargo. Services include deposits, payments and ATM operations, global fraud and claims, account reconciliation, wire transfers, cash vault and lockbox services, print and image services, unclaimed property processing, legal order processing, estate care, and voice, email, chat, and social media services for consumer and small business customers. Divisions include ATM Strategy and Vendor Solutions; Business Planning and Transformation; Customer Excellence, Controls and Enablement; Customer Service; Fraud and Claims Management; Retail Core Operations; and Workforce Management, Capacity Planning and Productivity Analytics.
The Role
The Planning and Transformation team within Consumer and Small Business Banking Operations is seeking talented and motivated candidate for the Product Management role as part of the Contact Center Transformation Program. The Contact Center transformation program is a multi- year initiative spanning across the enterprise including, CSSBO, Credit Card and Merchant Services (CRMS) Wealth and Investment mgmt. (WIM), Auto and Home lending and other enterprise functions with focus on modernizing our technology infrastructure and enabling consistency to drive improvements in customer experience and operational effectiveness.
The Product Manager will own the overall strategy and vision for the product and maintain all decision rights and prioritization decisions for the product roadmap, while influencing related line of business decisions and technology strategy and solutions for the product.
The Product Manager will serve as the work stream owner for one of 5+ product worksteam including Workforce management, Performance Management and Quality Assurance, etc. The workstream will define and execute the roadmap for building data infrastructure and capabilities that provide insights on the customer and agent interactions, tools, metrics as it relates to contact centers across the company.
The Product Manager will own the overall strategy and vision where we are working towards having consistent experience and data structure as part of the transformation. This owner will work with SMEs across to define standards and will maintain all decision rights and prioritization decisions for the product roadmap, while influencing related line of business decisions and technology strategy and solutions for the product.
Additional responsibilities include:
As an Employee Manager, you are expected to achieve success by leading yourself, your team, and the business. Specifically, you will:
The Candidate
The successful candidate for this role will demonstrate the ability to partner broadly with other leaders to achieve success. This role requires a leader with strong relationship management, influencing, product management and delivery skills. The role requires a sense of urgency, passion for results, and personal accountability for achievement while making decisions based on a mixture of analysis, experience, and judgement.
Location: The locations listed are preferred; however, other Wells Fargo locations within the footprint may be considered.
Salary range is determined by the location of the job. The salary range displayed below is based on a Full-time 40 hour a week schedule.
Base salary data:
May be considered for a discretionary bonus. May be considered for Restricted Share Rights or other long-term incentive awards.
Visit https://www.wellsfargo.com/about/careers/benefits/ for benefits information.