Senior Lead Digital Product Manager - Zelle Fraud and Scams

Wells Fargo - Chandler, AZ

Full-time - Senior

Chandler, AZ

Credit Intermediation and Related Activities

About the position

Wells Fargo is seeking a Senior Lead Digital Product Manager to drive strategy and develop industry-leading fraud and scam mitigation capabilities for Zelle users. This role focuses on reducing and managing fraud and scams while ensuring an excellent customer experience. The position involves leading cross-functional teams, informing business strategy, and executing initiatives to enhance customer service and minimize false positives.

Responsibilities

• Own, define, and drive the Pay-a-Person Job-to-be-done Fraud and Scam mitigation roadmap and strategy
• Lead internal fraud and scam reduction efforts relating to EWS and the Zelle network
• Partner closely with Fraud teams to meet goals associated with Fraud and Scam reduction
• Ensure compliance with regulations and payment network rules related to Fraud and Scam mitigation, reporting, and practices
• Analyze customer and results-oriented information
• Perform market research related to development and testing of services and products
• Influence companywide efforts to align and coordinate distribution channels, systems requirements, product introduction, marketing, training, and ongoing product and service management
• Collaborate with and influence stakeholders, subject matter experts, project managers, and experienced leaders

Requirements

• 7+ years of digital product management experience, or equivalent demonstrated through work experience, training, military experience, or education
• 3+ years of experience within a financial services organization working on the mitigation of Payments Fraud and Scams
• Background and experience with Zelle and the Early Warning Services network
• Strong understanding of compliance requirements (e.g., Reg E) related to payment products
• Experience with understanding fraud trends and developing strategies to mitigate loss and customer impact
• Expert verbal, written and presentation skills
• Strong analytical skills with high attention to detail and accuracy
• Strong understanding of emerging payments trends and payment rails
• Proven ability to influence, educate and advocate for an idea or vision and gain alignment
• Ability to visualize, articulate, and solve problems
• Exceptional organization, coordination, and time management skills
• High degree of comfort with data, analysis, metrics, and financials to identify opportunities or understand problems.

Nice-to-haves

• Experience in a leadership role
• Familiarity with agile methodologies
• Experience with customer experience design

Benefits

• Hybrid work schedule
• Opportunity for professional development
• Diversity and inclusion initiatives