Wells Fargo · 1 week ago
Product Leader - Routing and Contact Interaction
Irving, TX
Full-time
Hybrid
Director/Executive
6+ years expWells Fargo is seeking a Product Leader to join the Routing and Interactions team within Consumer and Small Business Banking Operations. The role involves leading a team in the development of AI-driven strategies for voice contact management and ensuring optimal performance and customer experience across contact centers.
BankingFinancial ServicesFinTechInsurancePayments
No H1B
Responsibilities
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
Qualification
Required
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
Preferred
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
Benefits
Competitive salary
Robust benefits package
Programs to support your work-life balance and well-being
Company
Wells Fargo
Wells Fargo & Company is a financial services firm that provides banking, insurance, investments, and mortgage services.
10001+ employees
Funding
Current Stage
Public CompanyTotal Funding
unknown1978-10-06IPO
Leadership Team
Charlie Scharf
CEO
Fernando Rivas
CEO of Corporate & Investment Banking
Recent News
2026-01-18
2026-01-17
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