Business Execution Director; Data, Analytics, and Reporting Product Manager

Key Skills

Agile methodologies, Cost control, Data Analytics, Data Visualization, Java Programming, Python Programming, SQL

Job Description

Wells Fargo is seeking a Business Execution Director in Business Planning and Transformation within Consumer and Small Business Banking Operations. This role will play a critical part driving the data strategy for the Contact Center Transformation Program. This program is a multi- year initiative spanning across the enterprise including, Consumer and Small Business Banking (CSSBO), Credit Card and Merchant Services (CRMS) Wealth and Investment mgmt. (WIM), Auto and Home lending and other enterprise functions with focus on modernizing our technology infrastructure and enabling consistency to drive improvements in customer experience and operational effectiveness.

The Product Manager will own the overall strategy and vision for the product and maintain all decision rights and prioritization decisions for the product roadmap, while influencing related line of business decisions and technology strategy and solutions for the product. This leader will also develop a high performing team directly managing 4 associates in the role of Lead Business Execution Consultant and Lead Analytics Consultant, along with leading a matrixed organization of 15-20 associates across the company.

Specifically, this Product Manager will serve as the work stream owner for Data, Analytics, and Reporting which is one of 5 horizontal product workstreams supporting all contact centers across the enterprise. This leader will define and execute the roadmap for building the data strategy, data hierarchy, data infrastructure to enable capabilities that drive insights on the customer and contact center agent interactions and line of business performance across the enterprise.

The Product Manager will own the overall strategy and vision where we are working towards having a consistent experience and data structure as part of the transformation and position our data environment as an accessible asset within the company. This owner will work with subject matter experts within the lines of business to define standards and will maintain all decision rights and prioritization decisions for the product roadmap, while influencing related line of business decisions and technology strategy and solutions for the product.

Learn more about the career areas and lines of business at wellsfargojobs.com.

In this role, you will be responsible for:

• Building & maintaining a cohesive and singular vision regarding the product and capabilities
• Establishing KPIs and success criteria 
• Serving as a primary liaison for the cross functional stakeholder group, and driving consensus among the group
• Helping to define and build reporting and dashboards for leadership to be able to view performance in a consistent way across the different lines of business
• Creating an actionable product roadmap with anticipated timelines
• Creating and maintaining the product backlog and ensuring that the backlog stays up-to-date based on the evolving needs
• Prioritizing backlog items based on the product strategy and needs to deliver the maximum outcome
• Defining new product specifications, user stories
• Implementing the most efficient sequence of development and overseeing development stage by participating in ceremonies, backlog grooming, etc.
• Partnering and collaborating with 3rd party vendors, internal IT, and business stakeholders including data & analytic teams across the company

Required qualifications:

• 8+ years of Project Management, Implementation, or Strategic Planning experience, including Management experience, or equivalent experience demonstrated through one or a combination of the following: work experience, training, military experience, education
• 4+ years of management experience

Desired qualifications:

• 3+ years working in or with a contact center environment, ideally in a data, analytics, IT, or reporting
• Extensive knowledge and experience with core contact center technologies
• 3+ years of experience in one or a combination of the following: Data Science, Business Analytics/Insights.
• Strong knowledge of enterprise data environments and the tools to make them available and useful (e.g., analytics, visualization tools, dashboards, and reporting)
• Experience in product management, and/or strategic consulting in a consumer oriented, technology dependent environment, in financial services or related industries
• Deep domain knowledge about contact centers operations, technology and data including telephony, ACD, workforce management, call recording and
• Familiarity with digital interactions
• Experience building enterprise data marts and operating in large scale data environments
• Experience managing analytical resources to generate insights for line of business leadership
• Demonstrated experience in driving large scale transformation in contact center or customer service functions with domain expertise in areas such as workforce management and data analytics, and reporting.
• Ability to independently manage workstream and problem solve without taking significant guidance from senior management. Demonstrates leadership skills in working with partners and others who may not have a direct reporting line into the group.
• Knowledge and understanding of product & program management: development of roadmaps, strategies, and management of products ranging from concepts in ideation through to delivery.
• Experience managing product delivery across multiple work streams with varying timelines, priorities, and complexities, ultimately launching new or enhanced product.
• Ability to prioritize effectively, manage expectations and ensure program is on track to execute and deliver strategic change that meets our goals.
• Structured thinker, effective communicator with excellent verbal and written communication skills. Ability to crisply articulate complex technical concepts with poise and confidence.
• Ability to demonstrate socialization, collaboration, and ability to influence cross-functional stakeholders in Business, IT, Risk, Control, Enterprise Data Management and Operations without formal authority.
• Demonstrated expertise setting objectives, identifying dependences, and delivering results.
• Proven ability to drive change in fast paced environments
• Exhibit a high degree of organization, individual initiative, and personal accountability
• Strong understanding of different technological development methodologies (e.g., Agile) and design techniques and artifacts.
• Experience presenting executive level presentations to operating committee plus 1 level leaders or higher