Senior Manager - Workforce Optimization Product Management

About this role:

Wells Fargo is seeking a Business Execution Senior Manager as part of Workforce Optimization Product Teams supporting Contact Center Products and Transformation within the Global Operations organization. The Senior Manager will lead teams responsible for planning, execution, and optimization of workforce optimization capabilities, including forecasting, scheduling, quality management, performance management, analytics, and real-time optimization—while supporting ongoing CCaaS migrations, legacy platform transitions, and Day 2 operational maturity. This leader will partner closely with product, technology, operations, risk, and vendor teams to deliver scalable, compliant, and data-driven solutions aligned to enterprise standards and business priorities.

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

In this role, you will

• Lead and develop a team responsible for executing Workforce Optimization (WFO) product initiatives, ensuring delivery against roadmap priorities, transformation milestones, and operational outcomes.
• Drive planning, integration, and execution of WFO capabilities across forecasting, scheduling, quality, performance management, analytics, and real-time optimization within legacy and CCaaS environments.
• Partner with product, technology, operations, risk, and vendor teams to translate strategy into scalable, compliant solutions that improve agent performance and contact center efficiency.
• Provide leadership across moderate to high-complexity, high-visibility initiatives, including CCaaS migrations, platform decommissioning, and Day 2 optimization.
• Identify execution, operational, and delivery risks associated with product and platform changes, and develop mitigation strategies to ensure stability and adoption.
• Influence prioritization, sequencing, and execution across multiple business groups to deliver integrated outcomes aligned to enterprise standards and business objectives.
• Establish and improve product execution processes, metrics, and governance to increase delivery predictability, transparency, and value realization.
• Manage allocation of people and financial resources to support product delivery, operational readiness, and ongoing optimization.
• Collaborate with and influence senior leaders and executives to drive alignment, resolve impediments, and advance strategic WFO initiatives.
• Build and sustain a culture of talent development, accountability, and continuous improvement aligned to Wells Fargo’s values and transformation goals.
   

Required Qualifications:

• 6+ years of Business Execution, Implementation, or Strategic Planning experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education
• 3+ years Management or leadership experience
• 3+ years of experience leading product or platform delivery initiatives, including planning, prioritization, and execution across cross-functional teams.
• 2+ years of experience using product or delivery management tools such as Jira, Confluence, or similar tools to plan, track, and manage work delivery.

Desired Qualifications:

• 5+ years of experience in workforce optimization, contact center operations, or product management.
• 2+ years of experience operating in an Agile delivery environment, including collaboration with product, technology, and delivery teams.
• Proven track record of managing WFO solutions and/or leading migrations to CCaaS platforms.
• Strong understanding of contact center technologies, including workforce management tools, telephony systems, and analytics platforms.
• Experience working with CCaaS vendors (e.g., NICE, Genesys, Five9) is a plus.
• Excellent leadership, communication, and stakeholder management skills.
• Familiarity with agile methodologies and tools.
• Strong analytical and problem-solving skills, with the ability to use data to drive decisions.
• Experience in process optimization and automation.
• Knowledge of compliance requirements and best practices for contact center operations.

Job Expectations:

• Ability to work on-site
• Visa Sponsorship is not available for this position
• Relocation Assistance is not available for this position

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Posting End Date: 

*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.