Product Management Senior Manager – Home Lending Customer Experience Product

About this role:

Wells Fargo is seeking a dynamic and results-oriented Product Management Senior Manager (PMM) to join our Customer Experience team in Home Lending Product. This leader will be responsible for setting strategy and driving delivery across key customer experience capabilities that simplify how customers interact with Home Lending across digital and assisted channels. The PMM will manage and develop product managers and/or product owners while partnering closely with engineering, design, analytics, operations, servicing, and frontline teams to deliver measurable improvements in customer satisfaction, operational efficiency, and business outcomes. This role is ideal for a customer-obsessed people leader with strong product fundamentals, proven track record of measuring results, and the ability to align stakeholders around a clear vision and roadmap.

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

In this role, you will:

• Lead and evolve the product vision, strategy, and roadmap for Customer Experience capabilities across Home Lending (digital and assisted experiences), ensuring alignment to business priorities and enterprise standards.

• Manage, coach, and develop a team of product managers and/or product owners; establish clear outcomes, operating rhythms, and a culture of accountability and continuous improvement.

• Partner with design & research to map end-to-end customer journeys, identify pain points, and translate insights into prioritized product opportunities.

• Collaborate with cross-functional partners (engineering, architecture, consumer digital, marketing, servicing, compliance, legal, UAT, and risk) to define requirements, ensure delivery readiness, and drive adoption.

• Own outcome-based prioritization across the portfolio using data (e.g., funnel metrics, call drivers, digital engagement, complaints, CSAT/NPS where applicable), customer impact for value, and technical feasibility for effort.

• Maintain an execution ready backlog, prioritizing work across customer impacts, business value, risk, and effort supported by clear business cases, noting dependencies. Manage tradeoffs and capacity.

• Establish and maintain a customer experience product roadmap connected to Home Lending strategy, including clear OKRs, milestones, dependencies, and release communications.

• Ensure solutions meet accessibility, privacy, and security expectations and align with regulatory and risk requirements across customer-facing experiences.

• Drive stakeholder alignment by communicating strategy, tradeoffs, and progress with clarity; influence across lines of business to deliver a consistent, enterprise-grade customer experience.

• Monitor post-launch performance, run continuous discovery, and iterate with teams to improve experience quality and reduce friction for customers and frontline users. Focus on data-driven outcome metrics to measure success.

• Leverage new technologies like GenAI and agentic AI to find efficiencies in how we build products and deliver solutions.

Required Qualifications:

• 7+ years of Product Management, product development, strategic planning, process management, change delivery, 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:

• Bachelor’s degree in Business, Computer Science, Human-Centered Design, or related field; advanced degree preferred.

• 7+ years of product management experience, including experience delivering customer-facing experiences (digital and/or assisted channel) and partnering with technology teams.

• 2+ years of people leadership experience (direct management and/or matrix leadership), including coaching product talent and leading through influence.

• Demonstrated success defining and executing product strategy using customer insights and data-driven decisioning (e.g., funnel analytics, VOC, experimentation, operational metrics).

• Strong communication, stakeholder management, and change leadership skills with the ability to align diverse partners around outcomes.

• Experience translating complex business problems into clear product requirements and sequencing work across teams and dependencies.

• Familiarity with Agile delivery, modern product operating models, and common product tools (roadmapping, backlog management, analytics, and experimentation as applicable).

• Experience delivering or partnering on platforms that support customer experience (e.g., web/mobile, authentication, messaging/notifications, case management, knowledge content, workflow, or CRM).

• Knowledge of customer experience measurement and governance, including accessibility and content/journey standards.

• Proven track record of improving customer outcomes and driving adoption through clear product narratives, stakeholder alignment, and measurable results.

• Experience in financial services or other regulated environments delivering customer-facing products with strong risk, compliance, and controls partnership.

• Experience leading cross-channel customer journeys (e.g., digital to contact center/branch) and partnering with operations teams to reduce friction and rework.

• Experience with experimentation and measurement approaches (A/B testing, journey analytics, VOC programs) to quantify impact and guide iteration.

Job Expectations:

• This position requires compliance with all mortgages regulatory requirements and Wells Fargo’s compliance policies related to these requirements. Successful candidates must also meet ongoing regulatory requirements including additional screening and required reporting of certain incidents.

• This position is not eligible for Visa sponsorship.

• This position offers a hybrid work schedule. Telework or remote work setting is not available.

• Preferred location(s) listed below. Other locations within the Wells Fargo footprint may be considered. Relocation assistance is not available for this position.

Posting Locations:

• Charlotte, NC -1525 W WT Harris Blvd

• Des Moines, IA-800 S Jordan Creek Pkwy

• Minneapolis, MN- 600 Wells Fargo

• Irving, TX-401 Los Colinas Blvd 

• San Antonio, TX-4102 Wiseman Blvd

• Tempe, AZ -1150 W. Washington

• Wilmington, DE- 2200 Concord Pike

• Columbus, OH- 3075 Loyalty Circle.

Posted Pay Range

• MN/DE : $153,000 to $239,000

• Other Posted Locations: $139,000 to $217,000

Pay Range
 

Reflected is the base pay range offered for this position. Pay may vary depending on factors including but not limited to demonstrated examples of prior performance, skills, experience, or work location. Employees may also be eligible for incentive opportunities.

$139,000.00 - $239,000.00

Posting End Date:

26 Apr 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.

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.