Senior Product Manager

About this role:
Wells Fargo is seeking a Senior Product Manager to lead strategy, delivery, and quality for Contact Center platforms. This role owns end-to-end customer journeys across Interactive Voice Assistant (IVA/IVR), intelligent routing, and related CCaaS capabilities, while partnering closely with engineering, product, and QA to deliver stable, compliant, and high-quality customer experiences.
In this role, you will:

• Lead or participate in product management initiatives and deliverables for product lines or services
• Contribute to product analysis across applicable markets, conduct market research and market results-oriented analysis
• Review and analyze marketing programs for new products or enhancements including identification of market segments, product positioning, product bundling, pricing and profitability
• Resolve moderately complex issues and lead team to meet project goals, objectives and deliverables
• Ensure programs adhere to compliance, privacy regulations and policies
• Collaborate and consult with managers, analysts and project teams to ensure that goals are achieved
• Lead projects, teams or serve as a mentor
• Support the product roadmap for Contact Center capabilities, including IVA/IVR, routing, and self-service.
• Analyze current-state processes, assess impact, and recommend target-state improvements to enhance efficiency and customer experience.
• Participate in call flow design sessions using customer intent and speech recognition, routing logic, and default paths for multiple lines of business.
• Refine user stories, manage and prioritize backlogs, and participate in Agile ceremonies using Scrum or Kanban.
• Collaborate with cross-functional teams (engineering, testing, design) to ensure end-to-end customer journeys are met.
• Oversee quality assurance efforts, including test strategy, UAT coordination, defect documentation, triage, and release readiness.
• Partner with third-party vendors on testing, issue resolution, and delivery commitments.
• Collect post-implementation feedback and drive continuous improvement.

Required Qualifications:

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

Desired Qualifications

• 4+ years experience in Product Management, User-Acceptance Testing or Technology Delivery
• Familiarity with Contact Center technology, including IVA/IVR, and intelligent routing
• Experience designing call flows and documenting business requirements for voice channels
• Strong knowledge of Agile delivery methodologies (Scrum and/or Kanban) and backlog management.
• Working knowledge of QA testing practices, UAT, and defect management using tools such as Jira or Azure DevOps.
• Strong time management skills and ability to meet tight deadlines
• Experience coordinating with third-party vendors and cross-functional teams.
• Strong analytical, communication, and stakeholder-management skills.

Job Expectations:

• Experience with CcaaS tools and platforms (e.g., Genesys, Google Dialogflow, Five9, Lucid Chart, Monday.com, JIRA).
• Voice and IVR testing tools (e.g., Octane).
• Test automation exposure (Selenium, Playwright, Jenkins, Cucumber/BDD).
• Salesforce or CRM/CTI integration experience.
• Work timing 1:30PM to 10:30 PM and this subjected to vary as per business need
• Based on business need occasional weekend support needed

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.