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Senior Customer Service Manager
Wells Fargo. Lead the Mass business segment across Wells Fargo Business Operations Customer Service .
About the role
Key responsibilities & impact- Lead the Mass business segment across Wells Fargo Business Operations Customer Service
- Manage and develop both managers and individual contributors across multiple U.S. sites
- Be responsible for how we deliver the best possible service for Mass customers across the globe
- Serve as the highest‑level escalation point for complex customer and employee issues
- Partner daily with internal groups including Bankers, Fraud, Credit Card, Merchant Services, Lending, Legal, and Complaints teams to resolve issues and support customer outcomes
- Identify opportunities for operational improvement, process optimization, and risk mitigation with the Mass segment
- Thought leadership to identify opportunities with Digital, AI, and other capabilities to drive more customer self service options
- Implement new systems, policies, and guidelines that support the segment‑based service model
- Ensure all activities align with Wells Fargo legal, regulatory, investor, and business policies
- Manage staffing levels, workforce allocation, performance expectations, and financial resources for your assigned segment
- Mentor, coach, and develop leaders—including managers, coaches, and senior agents
Requirements
What you’ll need- 7+ years of Customer Service, Financial Services or Contact Center experience
- 3+ years of management or leadership experience
- Experience supporting Small Business or Business Banking customers
- Strong ability to interpret customer needs and resolve highly complex issues
- Demonstrated experience managing managers and leading high performing teams
- Ability to coach, mentor, and develop talent at scale
- Strong critical‑thinking skills and the ability to balance risk, customer experience, and business needs
- Exceptional communication and interpersonal skills
Benefits
Comp & perks- Drug and Alcohol Policy
- Health insurance
- 401(k) matching
- Flexible work hours
- Paid time off
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
Customer ServiceFinancial ServicesContact CenterProcess OptimizationRisk MitigationDigitalAI
Soft Skills
LeadershipCoachingMentoringCritical ThinkingCommunicationInterpersonal Skills