Product Leader for Routing and Contact Interaction at Wells Fargo. Leading AI-driven strategies for contact management in consumer and small business banking operations.
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.
Requirements
6+ years of digital product management or leadership experience
6+ years of Management or Leadership experience in support of complex Contact Center Technology projects
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
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