Product Leader - Routing and Contact Interaction

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About this role:
Wells Fargo is seeking a Product Leader to join the Routing and Interactions team within Consumer and Small Business Banking Operations (CSBBO) to be a key driver for our technology transformation in support of voice contact management across the enterprise. You will be responsible for leading a team in the development of strategy and the implementation of requirements across our contact center digital platforms. Through the use of AI-driven technologies and intelligent, proactive contact management, you will help to shape the future experience of both customers and employees working across the Wells Fargo Contact Centers.
In this role, you will:

• Manage and develop teams of product professionals, supporting the development and execution of AI -based contact routing and management strategies across a variety of Business Lines.
• Engage and influence stakeholders, internal partners and peers associated with the function or affected by its outcomes
• Identify and recommend opportunities for programs and initiatives with impact across the business line
• Determine appropriate strategy and actions of the team to meet moderate to high risk deliverables
• Interpret and develop policies and procedures for functions with moderate complexity within scope of responsibility
• Collaborate with and influence all levels of professionals, including senior managers and LOB executives
• Manage allocation of people and financial resources to ensure commitments are met and align with strategic objectives for delivery of contacts and data to contact centers across Wells Fargo.
• Develop and guide a culture of talent development to meet business objectives and strategy in the Routing product area, using AI based rules and proactive decisioning that will ensure optimal performance and customer experience.

Required Qualifications:

• 6+ years of digital product management or leadership experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education
• 6+ years of Management or Leadership experience in support of complex Contact Center Technology projects

Desired Qualifications:

• Experience with routing systems like Genesys, Five 9
• Financial Services/Banking experience
• Experience working in highly complex contact centers, specifically in the product and technology support areas
• Working knowledge of Contact Center as a Service (CCaaS) platforms and routing systems used by cloud providers
• Experience managing and/or being part of a CCaaS transformation
• A working understanding of the Agile methodologies used to deliver technology changes in a contact center
• Strong understanding of surrounding tools such as Interactive Voice Response (IVR), AI-driven Intelligent Virtual Assistant (IVA), Softphone, reporting, and intelligent desktops
• Experience working in environments that have used AI-based routing systems for predictive and proactive treatments.

Job Expectations:

• Must be able to work on-site at one of the listed location(s) - hybrid schedule available
• Relocation assistance is not available
• Visa sponsorship is not available
• Ability to travel up to 20% of the time

Posting Locations:

• 401 S Tryon St. Charlotte, NC 28202
• 401 Las Colinas Blvd., Irving TX 75039
• 4101 Wiseman Blvd., San Antonio, TX 78251
• 2800 S Price Rd., Chandler, AZ 85286
• 2200 Concord Pike, Wilmington, DE 19803

Posting End Date:
29 Jan 2026
*Job posting may come down early due to volume of applicants.
We Value Equal Opportunity
Wells Fargo is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other legally protected characteristic.
Employees support our focus on building strong customer relationships balanced with a strong risk mitigating and compliance-driven culture which firmly establishes those disciplines as critical to the success of our customers and company. They are accountable for execution of all applicable risk programs (Credit, Market, Financial Crimes, Operational, Regulatory Compliance), which includes effectively following and adhering to applicable Wells Fargo policies and procedures, appropriately fulfilling risk and compliance obligations, timely and effective escalation and remediation of issues, and making sound risk decisions. There is emphasis on proactive monitoring, governance, risk identification and escalation, as well as making sound risk decisions commensurate with the business unit's risk appetite and all risk and compliance program requirements.
Candidates applying to job openings posted in Canada: Applications for employment are encouraged from all qualified candidates, including women, persons with disabilities, aboriginal peoples and visible minorities. Accommodation for applicants with disabilities is available upon request in connection with the recruitment process.
Applicants with Disabilities
To request a medical accommodation during the application or interview process, visit Disability Inclusion at Wells Fargo .
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Wells Fargo maintains a drug free workplace. Please see our Drug and Alcohol Policy to learn more.
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.