Technology Director - Customer Service Management jobs at Wells Fargo in United States, Columbus

In this role, you will:

Contribute to the following areas:

Program & Project Management

• Lead and manage cross-functional programs and features from initiation through delivery, ensuring alignment with strategic goals

• Develop and maintain detailed project plans, timelines, and budgets

• Identify risks and develop mitigation strategies to ensure successful delivery

Product Management

• Collaborate with business units to gather and prioritize product requirements

• Define product roadmaps and ensure alignment with business objectives

• Partner with development teams to deliver high-quality solutions that meet user needs

Agile Development & Delivery

• Champion agile practices across teams. Coach, mentor and train teams on key agile principles and guardrails

• Manage Scrum Masters and act as the key Agile Coach where needed to drive agile maturity

• Foster a culture of iterative development and continuous feedback

Continuous Improvement

• Identify opportunities for process optimization and automation

• Implement best practices and frameworks to drive operational excellence

• Monitor KPIs and performance metrics to assess impact and drive improvements

Business & Technology Coordination

• Serve as the primary point of contact between branch operations and technology teams

• Translate business needs into technical requirements and vice versa

• Ensure clear communication, alignment, and stakeholder engagement throughout the project lifecycle

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

• 8+ years of proven experience in stakeholder management and cross-functional collaboration

• 4+ years of management or leadership experience

• 4+ years of agile methodologies (Scrum, SAFe, Kanban)

• 4+ years of financial services experience

Desired Qualifications:

• Bachelor’s degree in information technology, Business Administration, or related field (Master’s preferred)

• Experience in retail banking or multi-branch environments

• Familiarity with tools like Jira, Confluence, Microsoft Project, and ServiceNow

• Lean Six Sigma or other continuous improvement certifications

• 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

• Ability to communicate powerfully and prolifically while communicating complex technical information and value/impact in simple terms to executive leadership

• Excellent problem-solving skills

• PMP, PMI-ACP, or similar certifications

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

Location:

• 3075 Loyalty Circle, Columbus, Ohio

• 300 S. Brevard St., Charlotte, North Carolina

Wells Fargo Recruitment and Hiring Requirements:

b. Wells Fargo requires you to directly represent your own experiences during the recruiting and hiring process.

In this role, you will:

• Support the full lifecycle of assistive technology solutions, including product evaluation, vendor engagement, procurement, packaging, deployment, and ongoing maintenance
• Manage vendor relationships and coordinate product updates, testing, and distribution to ensure continued accessibility and functionality
• Collaborate and consult with HR Accommodations and other technology teams to evaluate and resolve issues in order to identify technological solutions
• Provide production support for assistive technology software and hardware solutions, including troubleshooting and user training
• Partner with business and technology teams to evaluate moderately complex business problems related to assistive technology
• Evaluate moderately complex business problems and provide technical assistance in identifying automated systems and related procedures that are cost effective and meet business requirements
• Review and evaluate moderately complex technical business problems that can be resolved through internet or intranet based solutions
• Present recommendations for resolving business problems
• Coordinate communication and information flow between business and technology teams
• Work with business user groups to provide training, handle questions, observe user needs, and document results
• Contribute to the development of systems and procedures that are both cost effective and meet the relevant business requirements

Required Qualifications:

• 4+ years of Business Systems Data experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education
• 2+ years of experience coordinating between 3rd party vendors and internal technology teams
• 2+ years of experience with enterprise software procurement and deployment

Desired Qualifications:

• The preferred candidate will have experience with assistive technologies such as: JAWS, NVDA, ZoomText, Dragon Naturally Speaking, CapTel, Braille display, and various other assistive technology hardware/software
• Knowledge and understanding of assistive technology and workplace accommodations
• Familiarity with packaging and deployment tools for enterprise software distribution
• Experience supporting employees with accessibility needs, including troubleshooting assistive technology hardware/software and providing user training
• 1+ years' experience in Agile methodologies
• 1+ years' experience using Jira - Kanban and/or Scrum
• 6+ months experience of case management experience in ServiceNow
• Knowledge and understanding of Information Technology governance risk and compliance processes such as; policies, control standards, risk management concepts, or information security

Job Expectations:

• Must be able to work onsite in Columbus, OH
• Partner with business teams in Human Resources Accommodations to create technical solutions
• Work effectively with technology partners and vendors in delivery of services
• Provide production support for assistive technology software and hardware solutions
• Sponsorship is not available for this role

Wells Fargo Recruitment and Hiring Requirements:

b. Wells Fargo requires you to directly represent your own experiences during the recruiting and hiring process.

We are seeking a seasonedto lead the end-to-end technology strategy, development, and delivery of mission-critical Cash Management applications. This role plays a pivotal part in the modernization and operation of systems supporting external cash vaults, cash logistics coordination, forecasting and tracking, and foreign currency management. This role requires deep expertise in cloud-native architecture, DevOps leadership, and cybersecurity, with a strong focus on modernizing enterprise platforms. The ideal candidate will bring a strategic mindset with deep expertise in financial operations technology, strong leadership skills, and the ability to drive complex transformation initiatives across both legacy and cloud-native environments.

Key Responsibilities

• Strategic Leadership
  • Define and execute the multi-year technology roadmap for cash management platforms, aligned to business and risk objectives.
  • Partner with Product, Operations, Treasury, and Risk to deliver scalable, resilient, and auditable solutions.
  • Champion modernization through automation, data visibility, and integration with third-party logistics partners and foreign cash providers.
• Delivery & Execution
  • Oversee development, testing, and deployment of cash vault and logistics platforms, including demand forecasting, real-time tracking, settlement, and reconciliation.
  • Lead Agile delivery teams, ensuring timely execution of quarterly and annual delivery goals with focus on performance, controls, and cost efficiency.
  • Drive transformation of legacy platforms toward modern architecture (e.g., API-first, event-driven design, and cloud enablement).
• Operational Excellence
  • Ensure platform stability, resiliency, and regulatory compliance across cash vaults and global currency movement.
  • Implement robust monitoring, observability, and control mechanisms to support high availability and secure operations.
• Team & Vendor Management
  • Lead and grow a globally distributed engineering and delivery team; manage a blended model of internal staff and strategic vendor partners.
  • Promote engineering best practices, innovation, and continuous improvement.

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
• 4+ years of management or leadership experience
• 6+ years demonstrated experience with both legacy (mainframe, batch) and modern (Java, microservices, cloud) technology stacks
• 4+ years of experience leading platform delivery or modernization initiatives
• 4+ years of experience with containerization and CI/CD (Continuous Integration and Continuous Delivery/Deployment)optimization
• 2+ years of AI(Artificial Intelligence)integration experience

Desired Qualifications:

• Experience with cloud platforms (e.g., Azure, AWS) and data modernization efforts
• Familiarity with treasury systems, currency ordering platforms, and central bank cash protocols
• Knowledge of AI/ML (Artificial Intelligence and Machine Learning)use cases in demand forecasting or exception handling in cash operations

Job Expectations:

• Proven experience managing large-scale cash operations technology (e.g., vault logistics, cash forecasting, ATM/branch replenishment, or FX cash handling)
• Strong understanding of cash lifecycle, third-party logistics integrations, and financial reconciliation processes
• Deep knowledge of security, compliance, and operational risk in regulated financial environments
• Strong leadership, communication, and stakeholder management skills
• Familiarity with TLS hygiene, performance engineering, and secure software development practices.

This role is not eligible for VISA sponsorship.

Hybrid scheduled (3 days in office, 2 days remote per week)

Wells Fargo Recruitment and Hiring Requirements:

b. Wells Fargo requires you to directly represent your own experiences during the recruiting and hiring process.

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

Wells Fargo Recruitment and Hiring Requirements:

b. Wells Fargo requires you to directly represent your own experiences during the recruiting and hiring process.

About this role:

A strong candidate will…

• be passionate about improving the user experience of people using assistive technology
• assist others who have less experience in accessibility to maximize the functionality of their assistive technology software/hardware
• be a technical, experienced professional capable of managing customer feedback and issues to improve accessibility across Wells Fargo
• possess strong organizational skills, excellent communication skills, and have a provable track record of juggling multiple issues simultaneously

In this role, you will:

• Lead or participate in managing all installed systems and infrastructure within the Systems Operations functional area
• Lead in increasing system efficiencies and lowering the human intervention time on related tasks
• Review and analyze moderately complex operational support systems, application software, and system management tools to ensure the highest levels of systems and infrastructure availability
• Work with vendors and other technical personnel for problem resolution
• Lead team to meet technical deliverables while leveraging solid understanding of technical process controls or standards
• Collaborate with vendors and other technical personnel to resolve technical issues and achieve highest levels of systems and infrastructure availability

Required Qualifications:

• 5+ years of Systems Engineering, Technology Architecture experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education
• 4+ years of working with assistive technologies. Examples: JAWS, NVDA, ZoomText, Dragon Naturally Speaking and various other assistive technology hardware/software.
• 2+ years of experience in a technology support role

Desired Qualifications:

• Experience with accessibility and assistive technology on one or more platforms: Windows, Android, Mac or iOS.
• Demonstrated experience with Accessibility standards and guidelines such as: WCAG 2.4, Sections 508, 255, CVAA, EN 301 549 etc.
• Bachelor’s degree in related field such as rehabilitation counseling, special education, disability studies, counseling, or psychology
• Previous experience in a customer phase role with a strong emphasis in client satisfaction: exceptional skills in collaboration, consultation, communication, client support and analysis.
• Certifications in accessibility fields are preferred. Examples: Trusted Tester, IAAP, CPACC etc.
• Experience working directly with individuals from the disability community preferred.
• Passion for assistive technology, accessibility and disability inclusion.
• Strong written, verbal, and presentation skills.
• Team player with proven ability to build trust and relationships while working in diverse teams across lines of businesses and time zones.

Job Expectations:

• Must be able to work onsite in Columbus, OH

Wells Fargo Recruitment and Hiring Requirements:

b. Wells Fargo requires you to directly represent your own experiences during the recruiting and hiring process.