Wells Fargo

Lead Digital Product Manager – Agent Controls, Live Chat

Wells Fargo

full-time

Posted on:

Location Type: Office

Location: Chandler • Arizona, Iowa, North Carolina, Texas • 🇺🇸 United States

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Salary

💰 $119,000 - $206,000 per year

Job Level

Senior

About the role

  • Lead the development and execution of complex digital 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 digital strategy for product/functionality/experience area
  • Influence digital strategy for the business line requiring in-depth evaluation of multiple factors including intangibles or unprecedented factors
  • Make decisions in digital strategy for product/functionality/experience area requiring strong understanding of the business, policies, procedures and/or compliance requirements
  • Lead a broad team of digital 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

Requirements

  • 5+ years of digital product management experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education
  • Experience in contact management technologies across voice and chat
  • Understanding of IVR/IVA and call routing platforms and softphone (UI), including the ability to maintain and configure customer experiences
  • Strong understanding of the firm’s Risk Management Framework (RCSA)
  • Ability to consult, build, and maintain solid working relationships across all organizational levels
  • Demonstrated team collaboration across resources from business, technology, and architecture
  • Experience in problem solving & analysis working with end users to solicit requirements and current state analysis
  • Experience in Agile user story writing / creation – ability to create detailed user stories from the perspective of the user while detailing all requirements in acceptance criteria
  • Experience working in financial products across card products, lending, and banking
  • Demonstrated technical acumen to allow for independent analytical research
  • Experience with Agile methodology as it relates to product delivery
  • Strong analytical skills with high attention to detail and accuracy
  • Ability to prioritize work, meet deadlines, achieve goals, and work under pressure in a dynamic and complex environment
  • Advanced Microsoft Office (especially Excel and PowerPoint) skills
Benefits
  • 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

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
digital product managementcontact management technologiesIVRIVAcall routing platformssoftphone UIAgile user story writingfinancial productsanalytical researchAgile methodology
Soft skills
consultingrelationship buildingteam collaborationproblem solvinganalysisattention to detailprioritizationmeeting deadlinesachieving goalsworking under pressure