Job Abstract

At Wells Fargo, we are looking for talented people who will put our customers at the center of everything we do. We are seeking candidates who embrace diversity, equity and inclusion in a workplace where everyone feels valued and inspired. Help us build a better Wells Fargo. It all begins with outstanding talent. It all begins with you.

The Strategy, Digital and Innovation (SDI) team forges the strategic direction of Wells Fargo, provides, and manages our digital foundation and common capabilities, and transforms our business models to meet evolving customer needs and grow the company. The investments we are making will help the company create innovative digital banking experiences and make it easier for customers to achieve their financial goals.

About this role:

Wells Fargo is seeking a Lead Digital Product Manager to primarily lead step-up authentication. Lead the development and execution of complex digital business plans, programs and initiatives which have impact across the enterprise with broad impact.

In this role, you will:

• Be responsible for managing the overall strategy and implementation for step-up authentication in the digital channel. 

• This role is crucial to reduce fraud and protect our customer’s money and personal information, related to unauthorized access, while maintaining a friction free digital experience
• ?Develop strategies and prioritize initiatives to reduce in-session mobile app friction
• Lead the integration of the Device Trust AI Model into all step-up authentication challenge decisions
• Integrate new authenticators based on the level of risk to provide more self-service options and less friction for customers
• Improve the experience for the existing options to reduce confusion and increase success rates
• Reduce friction for customers traveling internationally when a step-up authentication is required by providing alternative authentication methods

Control Point Product Manager

• Work with LOB partners to provide guidance and requirements for all new Control Points to reduce risks associated with unauthorized activity/fraud
• Maintenance & modernization of existing control points
• Secure Data Exchange Authentication Product Manager
• Support token creation, exchange, and authentication for 3rd parties accessing customer information via the Gateway APIs

RSA Fob Product Manager

• Partner with colleagues to reduce the reliance on RSA Fobs as an authenticator for high-risk transactions
• Lead the digital customer experience for RSA Fob issuance
• Lead the strategy, enhancements and execution for RSA token verification
• Work closely with LOB partners to ensure RSA Fob fulfillments and re-issuance are meeting SLA requirements

Risk & Controls

• Owner of all controls related to Interdiction, RSA Fobs, and Secure Data Exchange
• Responsible for verifying and updating all Control Procedures and Process Level Risk Management flows, as product features or experiences change
• Ensure all reporting is in place to verify controls / thresholds are working as expected
• Quickly identify and raise any issues related to gaps in respective product controls
• Work closely with Control partners and Testing/Audit teams to illustrate compliance across respective products
• Product Reporting and Analysis
• Monitor results from multiple reports to ensure efficacy of the feature is performing as expected
• Work with analytic partners to identify gaps in existing reporting and enhance reporting as products evolve
• Partner with technology to evolve BEV tagging/event publishing to enhance metrics

VOC, Voice of Customer

• Review weekly VOCs and perform detailed research to understand the root cause of the customer complaint
• Develop strategies and recommend enhancements to resolve friction, based on root cause analysis
• Lead the development and execution of complex digital business plans, programs and initiatives which have impact across the enterprise with broad impact

Required Qualifications:

• 5+ years of digital product management experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education

Required Qualifications for Europe, Middle East & Africa only:

• Digital product management experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education

Desired Qualifications:

• Digital Identity or Authentication experience
• Prior experience in Digital Authentication products/features
• Experience with Agile scrum methodology
• Strong ability developing partnerships and collaborating with other business and functional areas
• Excellent verbal, written, and interpersonal communication skills
• Ability to execute a fast paced, high demand, environment while balancing multiple priorities
• Outstanding problem solving and analytical skills with ability to turn findings into a strategic plan
• 3+ years of experience in creating leadership strategy/vision level presentations

Job Expectations:

• Not eligible for visa sponsorship.
• Role is not eligible for 100% remote. Candidates must be willing to work onsite. Locations: Charlotte, North Carolina; New York, New York; San Francisco, CA; Chandler, Arizona

Pay Range

Posting End Date:

*Job posting may come down early due to volume of applicants.

We Value Diversity

At Wells Fargo, we believe in diversity, equity and inclusion in the workplace; accordingly, we welcome applications for employment from all qualified candidates, regardless of race, color, gender, national origin, religion, age, sexual orientation, gender identity, gender expression, genetic information, individuals with disabilities, pregnancy, marital status, status as a protected veteran or any other status protected by applicable law.

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 US: 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.

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.