Contact Center Product Owner

About the position

Wells Fargo is seeking a Lead Digital Product Manager (Product Owner for Contact Center) to help support our existing Contact Center Technology Applications and assist in the transformation to a new cloud-based platform. In this role, the Product Owner will be tasked to lead the vision of the product to realize the organization's business outcomes. This role sits within the Consumer, Small & Business Banking Operations group and will be reporting into Technology Business Systems Senior Manager.

Responsibilities

• Lead the development and execution of complex digital business plans, programs and initiatives which have impact across the enterprise with broad impact.
• Support our new contact center desktop design and integrations.
• Play the role of a Product Owner for specific product team(s) and or product area(s) on permanent or interim basis or as identified by the Product Manager.
• Partner with the Product Manager/s to support product delivery, coordinating delivery on committed outcomes and ensuring transparency to risks, dependencies and impediments.
• Define Requirements (writing epics and user stories) based on business analysis, agile development (act as a product owner), coordinate testing support (SIT and UAT), production rollout support (planning and deployment validation), and Change enablement.
• Support the product by assisting in interpreting enterprise and technology requirements, changes in requirements, and updates to product tools.
• Partner with peer Product Owners and Enablement team members to care for change readiness, communications and identify training needs.
• Strategically collaborate and consult with peers, colleagues, and mid-level to senior managers to resolve issues and achieve goals.

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.

Nice-to-haves

• 3+ years of financial industry experience.
• 2+ years of Product management experience.
• 3+ years of Agile experience.
• 2+ years of Interactive Voice Response (IVR), Call Routing, Agent desktop or other Contact Center relevant experience.
• 2+ years of experience delivering complex enterprise-wide information technology solutions.
• Experienced working in Product organization in the capacity of a Product Owner.
• Experience working in a dynamic agile environment, supporting applications with multiple dependencies.
• Experience with leading and conceptualizing a solution for a problem statement.
• Experience with dealing with data and performing necessary analytics to conceptualize a project helping realize a business benefit.
• Experience working on Digital products in close integration with other channels (Voice Channel, Digital, CRMs).

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