Head of Contact Center Product Strategy & Execution (Modernization)

Why Wells Fargo

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Consumer Banking and Lending Operations (CBLO)

Consumer Banking and Lending Operations (CBLO) delivers the core operational, account servicing, and customer-facing service support that enables customers nationwide to access and manage their financial products with consistency and confidence. CBLO supports a broad range of consumer and business products and services, including consumer deposits and business banking, Premier Banking, consumer payments, home, auto, and personal loans, credit cards and retail and merchant services.

The Role

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The Head of Contact Center Product Strategy & Execution will lead Wells Fargo’s enterprise contact center modernization from a product-first perspective—defining the end-state servicing platform, prioritizing capabilities, and driving measurable improvements in customer and agent experience. This is a multi-year, enterprise initiative spanning multiple lines of business, with a focus on delivering standardized, scalable platform capabilities that improve customer outcomes and operational effectiveness.

This executive will build and lead a product organization accountable for product strategy and product execution, including product discovery, roadmaps, backlogs, release outcomes, adoption, and value realization. The role partners closely with program governance, change delivery, and operational readiness leaders to coordinate integrated delivery; however, this position is not the owner of PMO mechanics or day-to-day program management.

Key responsibilities include:

• Define the enterprise product vision and multi-year roadmap for CCaaS and adjacent contact center capabilities.
• Establish platform standards and guardrails to drive cross–line-of-business consistency, reuse, and simplification.
• Lead product teams across core capability areas (e.g., voice self-service, routing and interaction, telephony foundations, workforce enablement features, reporting/data).
• Partner with technology leadership to translate product direction into executable platform requirements and releases.
• Manage strategic vendor partnerships to align roadmaps, release plans, and platform adoption outcomes.
• Define and drive a measurement system for product outcomes (adoption, experience quality, stability, efficiency), partnering with operations on operational performance routines.
• Influence and align senior stakeholders across operations, technology, risk, finance, and lines of business to set priorities, resolve tradeoffs, and ensure delivery focus.

Required Qualifications:

• 8+ years of Product Management experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education.
• 4+ years of Management experience.

Desired Qualifications:

• Senior Leadership & Transformation Experience: Proven executive or senior‑level leader with progressive responsibility, including leading large‑scale business and technology transformation initiatives in a banking environment, spanning product development, customer experience, digital enablement, and enterprise contact center operations.
• Contact Center & Digital Operations Expertise: Demonstrated understanding of contact center/call center operating models, key technologies, and metrics, with hands‑on experience improving performance outcomes such as customer satisfaction, operational efficiency, cost management, and service quality across omnichannel environments.
• Strategic, Influential Change Leader: Recognized change agent with the ability to drive multiple concurrent workstreams and influence outcomes in complex, matrixed organizations, effectively aligning senior stakeholders and delivering results without direct organizational control.
• Customer‑Centric & Technology‑Enabled Leader: Strong track record applying customer‑centric design principles and journey mapping, supported by modern technolog