Senior Manager - Workforce Optimization Product Management

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, ensuring delivery against roadmap priorities and operational outcomes.

Responsibilities:

• 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