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Product Manager 4

Job Description

At Wells Fargo, our vision is to satisfy our customers’ financial needs and help them succeed financially. In this role, you will help us deliver on our vision and build lifelong relationships with our customers. You also will demonstrate leadership through contributing to a company culture that supports customers in achieving their financial goals, team members in developing their careers, and communities in continuing to thrive. As part of a team that serves one in three American households, you will play a vital role in living our commitment to maintaining the valued trust of our customers and communities.

Wells Fargo Virtual Channels (WFVC) serves consumer and small business customers through digital (online, mobile, and social) and contact centers (phone, email, and correspondence). We provide customers with convenient ways to manage their accounts, enable digital payments, provide solutions that meet their financial needs, and more. WFVC serves over 27 million customers through our digital channels and support over 5.8 billion customer interactions annually through digital and contact centers.

The Roles – WFVC is in the early stages of the creating the “Contact Center of the Future,” the culmination of a series of initiatives to optimize customer experience and the ability to effectively and efficiently deepen customer relationships. The Contact Center Sales Strategy team supports this important work by creating the strategies and managing the development of capabilities that support bankers as they discuss potential solutions to proactively meet customer needs and develop a deeper, more engaged relationship with the bank.

We are looking for three experienced Product Managers with a demonstrated strategic planning skill set, advanced critical thinking and analytical skills, a strong customer focus, and a proven ability to work across multiple lines of business and their stakeholders. These Product Managers will develop and own the execution of the Contact Center’s strategy to deliver annual KPI goals ranging from customer experience scores to sales efficacy. More specifically, these individuals will influence and collaborate with Wells Fargo product, marketing, and channel partners to fully develop a strategy and three year roadmap, plus own leading the execution strategy for one of the following contact center priority efforts / products:

  1. Customer “conversation starter” offers and cultivation of displayed customer interest
  2. Banker- delivered financial advice and guidance capabilities (e.g., financial health conversations)
  3. Partner (product LOB / marketing / channel) support and integration with WFVC’s overall contact center strategy around deepening customer relationships

As a Product Manager 4, your responsibilities will include but are not limited to:

  • Leading Strategic Vision for deepening relationships and sales strategy
  • Research and document Wells Fargo, fintech, and non-financial industry best practices and new developments that align with your area of focus
  • Synthesize existing customer research and / or charter new research efforts to understand customer needs and drive product continuous improvement
  • Provide thought leadership by laying out specific strategies on how your product can improve contact center banker’s ability to deepen customer relationships and acquire new customers
  • Identify new solutions for people, process, or technology that can increase the effectiveness of your product’s ability to deepen customer relationships
  • Develop the three year product capability roadmap. Secure support for the roadmap and create business cases that justify investments as needed.
  • Influence partners to make investments that support the contact center of the future strategy and the specific priorities for your product
  • Determine product KPIs and annual performance targets. Collaborate with WFVC and key product / marketing partners to deliver annual product KPIs
  • Create and implement tactics to drive high banker and customer adoption of your product
  • Collaborate with analytic teams to develop actionable insights that can improve your product’s performance
  • Own resolving any issues or roadblocks inhibiting the execution of your product plan
  • Partner with legal and compliance to ensure that your product strategy is compliant and mitigates any risks

**Please Note: This Posting may come down early due to volume**

Required Qualifications

  • 6+ years of product management experience, product development experience, or a combination of both

Other Desired Qualifications
  • Ability to simultaneously lead multiple projects
  • 3+ years of program management experience
  • Experience in product management, business analysis, marketing, operations and/or strategic/consulting in a consumer oriented, technology dependent environment, preferably in financial services
  • Knowledge and understanding of project management methodologies: creation of business cases, project initiation, development of comprehensive business requirements, and identification of project interdependencies
  • Ability to lead projects/initiatives with high risk and complexity
  • Ability to consolidate large amounts of project status information to identify key risks, customer impact, financial implications, delays, and issues that pose material risk
  • Experience building partnerships and consulting effectively with leadership
  • Ability to negotiate, influence, and collaborate to build successful relationships
  • Ability to think strategically, implement, and deliver business objectives
  • Ability to identify inefficiencies, opportunities to streamline business processes, and implement change
  • Ability to create and improve process through strategic thinking
  • Ability to work effectively in a team environment and across all organizational levels, where flexibility, collaboration, and adaptability are important
  • Strong analytical skills with ability to turn findings into executable plans to meet business objectives
  • Strong presentation skills
  • Excellent verbal, written, and interpersonal communication skills
  • Ability to work effectively in a virtual team environment
  • Advanced Microsoft Office skills
  • Knowledge and understanding of Wells Fargo Virtual Channels (WFVC)
  • Strong knowledge and understanding of the Community Banking Retail Store Model and/or WFVC/Contact Center Model
  • Experience working in an organization that plans and builds large scale, multi-constituency or virtual initiatives
Job Expectations

  • Ability to travel up to 10% of the time

Street Address

NC-Charlotte: 1525 W Wt Harris Blvd - Charlotte, NC
AZ-PHX-Northwest Phoenix: 2150 W Pinnacle Peak Rd - Phoenix, AZ
OR-Beaverton: 18700 Nw Walker Rd - Beaverton, OR
VA-Glen Allen: 4340 Innslake Dr - Glen Allen, VA
PA-Bethlehem: 1015 Club Ave - Bethlehem, PA
CA-SF-South Of Market Area: 45 Fremont Street - San Francisco, CA


    All offers for employment with Wells Fargo are contingent upon the candidate having successfully completed a criminal background check. Wells Fargo will consider qualified candidates with criminal histories in a manner consistent with the requirements of applicable local, state and Federal law, including Section 19 of the Federal Deposit Insurance Act.

    Relevant military experience is considered for veterans and transitioning service men and women.

    Wells Fargo is an Affirmative Action and Equal Opportunity Employer, Minority/Female/Disabled/Veteran/Gender Identity/Sexual Orientation.