Project Manager 5 - Contingent

Senior Project Manager – Contact Center Modernization (PM5)

Additional opening opportunity to be part of one of Wells Fargo's top three strategic initiatives—a multi-year Contact Center Modernization program transforming how millions of customers interact with the bank. We're looking for a Senior Project Manager (PM5) to drive wave-based migrations of contact center operations to a modern cloud platform through 2027. This role sits at the center of a highly visible transformation, partnering with executive leadership, technology teams, and contact center operations.

Successful Candidate will:

• Lead end-to-end delivery of large-scale migration waves impacting customer-facing operations
• Influence executive stakeholders and shape enterprise priorities
• Coordinate across a team of ~16 project managers in a complex, high-impact environment
• Drive cloud transformation across IVR, agent workflows, and workforce management systems
• Play a key role in redefining customer experience and agent productivity at scale

Location:

Hybrid 3 days a week onsite. Open to Charlotte and Des Moines locations. Possibility of extension or C2H—yes possibility for both extension and conversion.

Interview Process: 1 Rounds Video Teams Interviews.

Overview:
We are seeking a seasoned Senior Project Manager (PM5) to lead wave-based migrations as part of a high-profile Contact Center Modernization Initiative—one of the largest and most strategic programs at Wells Fargo, and a top 3 priority for the organization. This multi-year effort aims to consolidate contact center applications and transition customer-facing agents to a modern cloud platform by the end of 2027.

Key Responsibilities:

• Lead end-to-end delivery of wave migrations, from discovery and development through deployment
• Collaborate with business unit leaders and contact center partners to ensure successful migration and adoption
• Influence executive stakeholders to prioritize and support migration efforts
• Coordinate with a team of 16 project managers, ensuring alignment and shared learnings across the initiative
• Manage complex scheduling demands, including potential overtime and on-site presence during critical migration phases
• Drive change management and delivery strategies tailored to contact center operations and cloud platform transitions
• Oversee integration of technologies such as IVR systems and agent scheduling tools

Required Qualifications:

• Extensive experience in project management, change delivery, and change management within the financial services industry
• Strong understanding of contact center operations and consumer banking
• Proven ability to manage projects using both Waterfall and Agile methodologies
• Experience with cloud platform migrations, especially involving customer service agents (preferred)
• Familiarity with technology integrations impacting agent performance and scheduling
• Ability to work in a fast-paced, high-stakes environment with shifting priorities

Preferred Tools & Technologies:

• Experience with  or similar project management tools
• Understanding of cloud technologies and their impact on contact center functionality

Additional Notes:

• This role may require on-site presence during specific wave migrations (Command Center support)
• Flexibility in work hours is expected during critical phases of the project
• Location:
  
  Charlotte 3 WF 3 days a week in office. Duration: 9 months with potential to convert (project intended to end Nov 2027)
• Interview: 1 round with a possibility for a 2nd—30 min MS teams call.
  
  Schedule:
  
  standard business hours, some OT may be requested
• Sometimes for the specific wave, they may be asked to be on site for command center. This could impact the hours they are asked to work that day

We're looking for someone with deep experience in:

• Enterprise project/program delivery in financial services
• Contact center operations and large-scale transformation
• Cloud migrations and change management in complex environments
• Leading in fast-paced, high-visibility programs

EEO: "Mindlance is an Equal Opportunity Employer and does not discriminate in employment on the basis of – Minority/Gender/Disability/Religion/LGBTQI/Age/Veterans."