Head of Method and Tooling responsible for transformation methodologies and standards at a talent consultancy in the insurance sector. Leading continuous improvement efforts and stakeholder collaboration.
About the role
- 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
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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