Product Owner - Contact Center Technologies

at  Wells Fargo

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.
$96,600.00 - $171,800.00

APPLICANTS WITH DISABILITIES

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

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

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, educatio

Desired Qualifications:

• 5+ years of Contact Center/Digital/Voice product management experience
• Experience leading product teams in an Agile environment using both Scrum and KanBan methodologies.
• Strong history of creating Voice and/or Digital customer experiences involving self-service, predictive/proactive support, and data driven prompting.
• An understanding of the Contact Center support model, front and back office operations, and Enterprise level strategy
• Knowledge and understanding of product management in the financial services industry
• Experience developing and executing strategic roadmaps for large-scale business units
• Work with traditional VXML and Java based environments, as well as cloud based, CCaaS platforms.
• Creating roadmaps, OKRs, and KPIs to help demonstrate the value of your team and platforms you manag

Wells Fargo is seeking a Product Owner to manage Scrum and/or Kanban teams supporting our Contact Center Technology platforms (AI, IVR, Routing, CTI). This role will help to support our current environment of more than 20 lines of business across the enterprise and several Interactive Voice platforms. The role will also help to support our migration to our new Cloud based Contact Center as a Service platform. Learn more about our career areas and lines of business at wellsfargojobs.com.

In this role, you will:

• Lead the development and execution of complex Contact Center business plans, programs and initiatives which have impact across the enterprise with broad impact
• Act as key participant in large-scale planning
• Review and analyze complex Voice, AI and digital service strategy for product/functionality/e
• product/functionality/experience area requiring strong understanding of the business, policies, procedures and/or compliance requirements
• Indirectly lead a broad team of professionals to meet deliverables and drive new initiatives
• Strategically collaborate and consult with peers, colleagues and mid-level to senior managers to resolve issues and achieve goals
• Potentially lead projects, teams or serve as a peer mentor
• Create and manage a roadmap to achieve business and product team objectives including operational efficiencies, customer experience improvements, and use of new AI technology.
• xperience area
• Influence Self Service strategy for the business line requiring in-depth evaluation of multiple factors including intangibles or unprecedented factors
• Make decisions in Self Service Technology strategy for

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:

• 5+ years of Contact Center/Digital/Voice product management experience
• Experience leading product teams in an Agile environment using both Scrum and KanBan methodologies.
• Strong history of creating Voice and/or Digital customer experiences involving self-service, predictive/proactive support, and data driven prompting.
• An understanding of the Contact Center support model, front and back office operations, and Enterprise level strategy
• Knowledge and understanding of product management in the financial services industry
• Experience developing and executing strategic roadmaps for large-scale business units
• Work with traditional VXML and Java based environments, as well as cloud based, CCaaS platforms.
• Creating roadmaps, OKRs, and KPIs to help demonstrate the value of your team and platforms you manage

Job Expectations:

• This position is not eligible for Visa sponsorship
• Work Schedule: 3 days in office/2 days at home. Schedule is subject to change based on business needs
• Ability to travel up to 10% of the time
• Willingness to work on-site at stated location on the job posting

Available locations:

• 401 S Tryon St Charlotte, North Carolina 28202
• 1801 Park View Dr Shoreview, Minnesota 55126
• 4101 Wiseman Blvd Bldg 106 San Antonio, Texas 78251
• 5000 Riverside Rd Irving, Texas 75039

Shoreview - Pay Range: $96,600 - $171,800