Premium/Premium Plus Business Customer Service Senior Manager

About this role:

Wells Fargo is seeking a Customer Service Senior Manager to lead our new Premium/Premium Plus team focused on delivering personalized and differentiated experiences for our highest valued customers within Wells Fargo Business.  This leader will oversee complex, multi‑location service teams and ensure operational excellence for Business Banking customers. Learn more about career areas and business lines at wellsfargojobs.com.

In this role, you will:

• Lead the Premium/Premium plus segment across Wells Fargo Business Operations Customer Service
• Manage and develop both managers and individual contributors across multiple U.S. sites
• Oversee high‑complexity, high‑touch customer service delivery—especially for specialized or high‑value customer segments
• Serve as the highest‑level escalation point for complex customer and employee issues, using sound judgment and critical thinking
• Partner daily with internal groups including Bankers, Fraud, Credit Card, Merchant Services, Lending, Legal, and Complaints teams to resolve issues and support customer outcomes
• Identify opportunities for operational improvement, process optimization, and risk mitigation across your segment
• Implement new systems, policies, and guidelines that support the segment‑based service model
• Ensure all activities align with Wells Fargo legal, regulatory, investor, and business policies
• Manage staffing levels, workforce allocation, performance expectations, and financial resources for your assigned segment
• Mentor, coach, and develop leaders—including managers, coaches, and senior agents—to build a strong talent pipeline and elevate overall performance

Required Qualifications:

• 6+ years of Customer Service, Financial Services or Contact Center experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education
• 3+ years of management or leadership experience

Desired Qualifications:

• Experience supporting Small Business or Business Banking customers
• Demonstrated experience with high value customer segments within a business line – knowing their needs and providing a high-quality experience
• Strong ability to interpret customer needs and resolve highly complex issues with minimal escalation
• Demonstrated experience managing managers and leading high performing teams
• Ability to coach, mentor, and develop talent at scale
• Experience collaborating with cross‑functional partners such as bankers/sales, lending, fraud, merchant services, legal, complaints, and product teams
• Strong critical‑thinking skills and the ability to balance risk, customer experience, and business needs
• Exceptional communication and interpersonal skills; ability to influence at all levels of the organization
• Experience driving operational or service‑model transformation
• Demonstrated ability to be adaptable and nimble based on changing business environments and customer needs/behaviors

Job Expectations:

• Ability to work on‑site at one of the posted work locations.
• This position offers a hybrid work schedule.
• This position is not eligible for Visa sponsorship.

Locations:

• 410 Las Colinas Blvd W Bldg A Irving, TX 75039
• 2202 W. Rose Garden Ln Phoenix, AZ 85027

Posting End Date: 

8 Mar 2026

*Job posting may come down early due to volume of applicants.

We Value Equal Opportunity

Wells Fargo is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other legally protected characteristic.

Employees support our focus on building strong customer relationships balanced with a strong risk mitigating and compliance-driven culture which firmly establishes those disciplines as critical to the success of our customers and company. They are accountable for execution of all applicable risk programs (Credit, Market, Financial Crimes, Operational, Regulatory Compliance), which includes effectively following and adhering to applicable Wells Fargo policies and procedures, appropriately fulfilling risk and compliance obligations, timely and effective escalation and remediation of issues, and making sound risk decisions. There is emphasis on proactive monitoring, governance, risk identification and escalation, as well as making sound risk decisions commensurate with the business unit’s risk appetite and all risk and compliance program requirements.

Candidates applying to job openings posted in Canada: Applications for employment are encouraged from all qualified candidates, including women, persons with disabilities, aboriginal peoples and visible minorities. Accommodation for applicants with disabilities is available upon request in connection with the recruitment process.

Applicants with Disabilities

To request a medical accommodation during the application or interview process, visit Disability Inclusion at Wells Fargo.

Drug and Alcohol Policy

 

Wells Fargo maintains a drug free workplace.  Please see our Drug and Alcohol Policy to learn more.

Wells Fargo Recruitment and Hiring Requirements:

a. Third-Party recordings are prohibited unless authorized by Wells Fargo.

b. Wells Fargo requires you to directly represent your own experiences during the recruiting and hiring process.