Technology Director - Customer Service Management

About this role:
Wells Fargo is seeking a Technology Director to lead Customer Service Management (CSM) within Branch Systems and Transformation Technology (BSTT). The Technology Director will focus on delivering commitments aligned to enterprise strategic priorities for BSTT, including modernization of our servicing platforms. While overseeing CSM, the Director will deliver a next-gen, seamless, and consistent experience for our bankers and customers for all assisted servicing transactions, as well as overseeing our new integrated desktop which provides an effortless employee experience via a streamlined modern platform.
In this role, you will:

• Manage engineering managers and engineering leads
• Deliver commitments aligned to enterprise strategic priorities
• Lead large-scale modernization initiatives, including transforming legacy systems, overseeing cloud migrations, and implementing modern architectures
• Engage with cross-functional leaders to align technology initiatives with business goals, ensuring technology supports the broader organization
• Provide influence and partnership with the business on banker experiences and product roadmaps
• Serve as a liaison between technical teams and business stakeholders, translating business requirements into technical solutions
• Guide development of actionable roadmaps and plans
• Identify opportunities and strategies for continuous improvement of software engineering practices
• Set risk guidelines and partner with stakeholders to implement key risk initiatives
• Establish communication and training plans for technology rollouts, ensuring all stakeholders understand the impact and benefits of new initiatives
• Develop strategies for hiring engineering talent
• Leverage Gen AI to increase engineering productivity and enhance business capabilities
• Manage allocation of people and financial resources for Technology Strategic Leadership
• Develop and guide a culture of talent development to meet business objectives and strategy
• Lead implementation of projects and encourage engineering innovation
• Collaborate and influence all levels of professionals including more experienced managers
• Interface with external agencies, regulatory bodies or industry forums

Required Qualifications:

• 8+ years of Technology Strategic Leadership experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education
• 5+ years in IT leadership within banking to include experience in retail banking, branch banking or core banking systems
• 4+ years of management or leadership experience

Desired Qualifications:

• 2+ years of experience in branch servicing platforms or platform modernization efforts (core, teller / POS, assisted servicing systems)
• Integrated Banker Desktop experience
• Experience building and fostering collaborative relationship with stakeholders
• Experience with project delivery and business execution
• Demonstrated ability to challenge existing processes and drive necessary change across teams
• Ability to work in a matrix environment and manage multiple competing priorities
• Prior experience as an engineering manager leading application development / software certification
• Experience managing large technology development efforts
• Ability to communicate powerfully and prolifically while communicating complex technical information and value/impact in simple terms to executive leadership

Job Expectations:

• Ability to travel up to 10% of the time
• Ability to work a hybrid schedule in one of the listed locations; 3 days a week in office and 2 days a week remote
• Relocation assistance is not available for this position

Locations:

• 300 S. Brevard St., Charlotte, North Carolina
• 2600 S Price Rd., Chandler, Arizona
• 3075 Loyalty Circle, Columbus, Ohio

Posting End Date:
30 Jul 2025
*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.
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