Product Owner - Contact Center Technologies

$96,600 - $171,800/Yr

Wells Fargo - Shoreview, MN

Full-time - Mid Level

Shoreview, MN

10,001+ employees

Credit Intermediation and Related Activities

About the position

Wells Fargo is seeking a Product Owner to manage Scrum and/or Kanban teams supporting Contact Center Technology platforms, including AI, IVR, Routing, and CTI. This role is crucial in supporting over 20 lines of business and facilitating the migration to a new Cloud-based Contact Center as a Service platform. The Product Owner will lead the development of complex business plans and initiatives, collaborate with various stakeholders, and create a roadmap to enhance operational efficiencies and customer experiences.

Responsibilities

• Lead the development and execution of complex Contact Center business plans, programs, and initiatives.
• Act as a key participant in large-scale planning.
• Review and analyze complex Voice, AI, and digital service strategies for product functionality.
• Indirectly lead a broad team of professionals to meet deliverables and drive new initiatives.
• Strategically collaborate and consult with peers and managers to resolve issues and achieve goals.
• Potentially lead projects, teams, or serve as a peer mentor.
• Create and manage a roadmap to achieve business and product team objectives.

Requirements

• 5+ years of digital product management experience.
• 5+ years of Contact Center/Digital/Voice product management experience.
• Experience leading product teams in an Agile environment using Scrum and Kanban methodologies.
• Strong history of creating Voice and/or Digital customer experiences involving self-service and data-driven prompting.
• Understanding of the Contact Center support model and Enterprise level strategy.
• Experience developing and executing strategic roadmaps for large-scale business units.

Nice-to-haves

• Experience with traditional VXML and Java-based environments, as well as cloud-based CCaaS platforms.
• Knowledge of product management in the financial services industry.

Benefits

• Health insurance
• 401(k) Plan
• Paid time off
• Disability benefits
• Life insurance
• Critical illness insurance
• Accident insurance
• Parental leave
• Critical caregiving leave
• Commuter benefits
• Tuition reimbursement
• Scholarships for dependent children
• Adoption reimbursement