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Senior Digital Operations Consultant

Company: Wells Fargo
Location: Minneapolis
Posted on: September 24, 2022

Job Description:

About this role: Wells Fargo is seeking a Senior Digital Operations Consultant for the Consumer Data & Engagement Platforms (CDEP) group, part of Consumer and Small Business Banking. The Marketing and Sales Platforms team provides the customer-centric capabilities that enable great Customer Experience, Banker-Customer interactions, and efficient Personalized Marketing at scale. Specifically, this position offers the unique and exciting opportunity to manage how Wells Fargo locations and public facing employees appear on digital platforms like Google, Apple Maps, and Amazon Alexa, otherwise known as Local Listings and Reviews Management. Learn more about our career areas and lines of business at wellsfargojobs.com In this role, you will:

  • Follow documented procedures to execute and oversee data maintenance and other operational processes
  • Monitor automated processes and troubleshoot any problems
  • Make updates manually when necessary
  • Complete both regular and ad-hoc data quality checks between external platforms and internal systems
  • Generate and distribute regular performance reporting to identified stakeholders
  • Monitor the team's issue tracking system, ensuring all tickets are acknowledged and dispositioned in a timely manner
  • Follow procedures, Subject Matter Expert guidance, and own knowledge to address reported issues or re-assign to others for input/action
  • Work with external platform support teams and vendors to address issues with user or platform generated content
  • Identify and make recommendations on how to improve procedures and processes, with a focus on efficiency, quality, cost effectiveness, and cross-enterprise support
  • Research moderately complex business, operational, and strategic initiatives that require analytical skills, basic knowledge of organizational strategy and Business Execution, and understanding of international business
  • Assist in the planning and execution of a variety of programs and initiatives to expand or enhance the Local Listings & Reviews Management product, which may include risk mitigation, efficiency, and customer/employee experience
  • Collaborate and consult with Local Listings & Reviews Management product leadership in developing product strategy, vision, and roadmap, with a focus on identifying and incorporating impacts to existing procedures and processes
  • Manage multiple relationships both internally (data providers, technology, business representatives) and externally (vendor, external platforms), promoting awareness of Local Listings & Reviews Management, sharing insights from the program, and bringing back needs and concerns for incorporation into product planning Required Qualifications:
    • 4+ years of Management consulting, Strategy Consulting, or Business Operations experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education Desired Qualifications:
      • 1+ years of experience managing digital business listings (Google, Apple Maps, Yelp, Facebook etc.)
      • Experience working with vendor technology (Moz, RioSEO, Yext etc.) to support a multi-location business
      • 1+ years of process definition and documentation experience
      • Ability to identify risk factors and ensure enactment of appropriate controls
      • 2+ years of experience with Agile tools and methodologies
      • Experience working with JIRA products (Service Desk, Agile, Align etc.)
      • 3+ years of experience performing data analysis in Excel
      • Microsoft Excel spreadsheets experience importing, exporting, and manipulating data
      • 3+ years of Microsoft office suite experience
      • 3+ years of relationship management experience with business and technology partners
      • Ability to provide a high attention to detail
      • Ability to exercise independent judgment to identify and resolve problems
      • Ability to organize and manage multiple priorities
      • Ability to be an enthusiastic change agent who is energized working with complex processes subject to frequently update and where resolving the same issue can be different based on multiple factors
      • Knowledge and understanding of financial services companies, specifically how they are structured and how that is typically reflected in the company's physical public-facing presence
      • Excellent communication skills and the ability to articulate complex material to a diverse audience from front line employees up to senior leadership Job Expectations
        • Ability to travel up to 5%Posting Locations
          • 1445 Ross Ave, DALLAS, TX
          • 301 S Tryon St, CHARLOTTE, NC
          • 7001 Westown Pkwy, WEST DES MOINES, IA
          • 600 S 4th St, MINNEAPOLIS, MN
          • 2700 S Price Rd, CHANDLER, AZ
          • 1 N Jefferson Ave SAINT LOUIS, MOJob posting may come down early due to volume of applicantsWe 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, or status as a protected veteran. 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.

Keywords: Wells Fargo, Minneapolis , Senior Digital Operations Consultant, Professions , Minneapolis, Minnesota

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