Product Management Manager 3/4 - Position Level Based on Experience

Job Description: The Online Customer Service team (OCS), within the Internet Services Group (ISG), manages customer contacts through phone and email channels. We are looking for a senior leader to manage the OCS Product Management team. This role is responsible for the oversight of creating a new centralized team consisting of a few product managers responsible for working across OCS and ISG. Their focus is to help create a 12-36 month strategy and roadmap across phone servicing and sales, email and platforms to support the business goals around servicing Wells Fargo s customers and meeting their financial service needs. This Product Management position is responsible for the strategy, analysis, and partnerships needed to streamline the phone servicing and email channels and turn each of them into a strategic advantage. The position works directly with senior managers, product managers, project managers, designers, IT/systems managers, and members of the OCS and ISG team to meet the group s strategic objectives around service and sales.You will lead efforts around creating initiatives and programs to support business goals and objectives, and partnering extensively with the other teams within ISG to accomplish those goals. In addition, you will be responsible for analyzing service/quality standards, market trends, and emerging issues in order to develop new business strategies. This key leadership role is expected to challenge our current processes and continuing to set high standards You will be accountable for working with the OCS managers to create sales plans and forecasts, improve the customer experience within the phone and email channels for our Online Customer base and assess cost save opportunities to drive cost out of the channel. This is an excellent opportunity to impact and partner to deliver on Wells Fargo promise of being a best in class diversified financial services company by devising strategies that supports this vision. Extraordinary partnership skills, leadership and strategy skills are essential.The core disciplines of this role include managing a small team of product managers responsible for:- Online Banking Contact-Us solutions, which include online chat, web collaboration, co-browse, click-to-call, and email deflection strategies- Developing strategic initiatives to enhance the ability for customers to contact Wells Fargo via the public and secure website -- based on customer segments and needs, competitive benchmarking, data analysis, and technical capabilities- Developing strategic ideas to optimize service channel delivery based on customer needs, competitive benchmarking, data analysis, and technical capabilities- Developing and driving customer servicing roadmap, success criteria, and performance assessments for projects initiated through the phone and email channels- Managing aspects of business strategy implementations including educating partners, identifying required investments, and enhancing features/functionalities to improve the phone servicing channel - Understanding costs and support implications of any channel servicing changes - Evangelizing OCS s phone and email servicing channels by building partnerships with relevant business partners in ISG/company wide, and/or vendors to increase service value and drive customer usage effectively- Ensuring programs adhere to risk and compliance policies/guidelines Minimum Qualifications: 10+ years of related business experience in strategy/consulting and product management or marketing. Proven ability to build successful relationships and influence across an organization at multiple levels to drive results. Creative and strategic thinker with a positive, action-oriented drive who is also a proven collaborator and team player. Exceptional problem solving and analytical skills with proven ability to turn findings into strategic imperatives. Demonstrated experience leading teams in efforts that require integration of multiple technology systems. Strong analytical skills in developing business cases, evaluating customer research, and specifying product requirements. Excellent written and verbal communication skills and the ability to present complex ideas in simple ways. Ability to handle several projects simultaneously and prioritize effectively. B/A B/S or equivalent work experience. 10 plus years work experience in both product management and strategy in a consumer-oriented, technology-dependent environment in financial services or related industries. Preferred Skills: Prior experience at Wells Fargo and/or MBA. Prior Call Center experience. A proven track record working in an organization that plans and builds large scale, multi-constituency initiatives. Operations/technology experience, ideally within a call-center or brick-and-mortar environment, and understands the cost and support implications of internally-facing support capabilities.NOTE: Primary location for this position is either in San Francisco or Concord. Travel to and from the alternate location will be required. The position level will be dependent upon skills/experience. How to Express Interest in This Job: Wells Fargo invites you to apply for this job at https://employment.wellsfargo.com/psp/PSEA/APPLICANT_NW/HRMS/c/HRS_HRAM.HRS_CE.GBL?Page=HRS_CE_HM_PRE&Action=A&SiteID=1&Opening=3216483 We do not acknowledge the Online Application.WELLS FARGO IS AN AFFIRMATIVE ACTION AND EQUAL OPPORTUNITY EMPLOYER M/F/D/V. Email this job |