Portfolio Operations Director

Job description

About this role: Wells Fargo is seeking a Portfolio Operations Director to lead Governance, AI, Insights & Growth for Business Banking Digital (BBD). This leader will own the shared intelligence and governance capabilities that turn data, client and banker feedback, artificial intelligence, competitive intelligence, and portfolio performance into strategic direction, executable initiatives, measurable value, and sustainable growth. The role will lead BBD AI strategy, analytics and insights, Voice of the Customer, competitive and market intelligence, personalization insights, performance measurement, strategy and innovation, and portfolio governance. The Director will partner across Business Banking Digital to convert insights into strategic plans, prioritized use cases, and executable projects while ensuring consistent reporting and value attainment. Business Banking will lead business and product strategy, priorities, and target outcomes. Business Banking Digital product and servicing leaders will own their experiences, roadmaps, and execution. AI, Insights & Growth will provide the intelligence, AI strategy, governance, and measurement needed to inform decisions and improve outcomes. Technology, Data & Analytics, Operations, and risk and control partners will enable delivery within their respective accountabilities. Learn more about the career areas and lines of business at wellsfargojobs.com . In this role, you will: • Lead and develop teams responsible for AI strategy, analytics and insights, Voice of the Customer, competitive intelligence, performance measurement, strategy and innovation, and portfolio governance across Business Banking Digital. • Define and lead the BBD AI strategy, partnering with product and servicing leaders to identify, evaluate, prioritize, and advance high-value use cases while tracking adoption and value realization. • Own the BBD analytics and insights capability, translating client behavior, journey performance, adoption, utilization, operational data, and business results into strategic recommendations and executable initiatives. • Lead the synthesis and sharing of Voice of the Customer and banker feedback with Business Banking, BBD, Operations, Technology, and other partners to identify unmet needs, friction, and opportunities. • Take point on competitive, market, FinTech, and emerging-technology intelligence, creating a shared fact base and strategic implications while reinforcing forward thinking across all BBD leaders. • Provide critical insights for personalization, segmentation, next-best-action, adoption, and commercialization strategies in partnership with product, servicing, marketing, channel, and business teams. • Own BBD KPI governance and executive reporting across Growth, Value, Retention & Brand, Efficiency, digital adoption, portfolio health, and project-level value attainment. • Lead strategy and innovation activities, including opportunity discovery, trend synthesis, future-state concepts, value hypotheses, and partnership with experience owners to translate opportunities into roadmap candidates. • Act as the BBD governance arm by establishing standard reporting, overseeing portfolio and intake routines, tracking commitments and outcomes, and identifying risks, dependencies, overlaps, and gaps. • Partner with Business Banking, Technology, Data & Analytics, Operations, Design, Risk, Compliance, Legal, Fraud, Cybersecurity, and product teams to deliver scalable, secure, resilient, and well-controlled capabilities. • Ensure insights and reporting drive action by establishing clear recommendations, owners, success measures, follow-through, and post-launch performance reviews. • Lead strategic decision-making, resource management, and talent development while fostering a culture of curiosity, accountability, innovation, disciplined execution, collaboration, and effective risk management. Required Qualifications: • 10+ years of digital product management or leadership experience, or equivalent demonstrated through one or a combination of work experience, training, military experience, or education. • 4+ years of management or leadership experience. Desired Qualifications: • Experience leading AI strategy, analytics, insights, digital product strategy, portfolio governance, growth, or customer intelligence within financial services or another complex regulated environment. • Demonstrated success translating data, research, client feedback, and market intelligence into strategic plans, prioritized opportunities, executable initiatives, and measurable business outcomes. • Experience identifying, evaluating, prioritizing, and governing AI use cases in partnership with product, technology, data, risk, and business leaders. • Strong understanding of digital analytics, journey and funnel measurement, adoption, utilization, client segmentation, personalization, and value realization. • Experience leading Voice of the Customer programs and communicating actionable client and banker insights to senior leaders and cross-functional teams. • Experience conducting competitive, market, FinTech, and emerging-technology analysis and translating findings into strategic implications and recommendations. • Demonstrated success establishing KPI frameworks, executive reporting, portfolio governance, intake routines, and standardized performance management. • Experience partnering across Business Banking, Technology, Data & Analytics, Operations, Risk, Compliance, Legal, Fraud, Cybersecurity, Design, Marketing, and product teams. • Ability to influence across organizational boundaries, establish clear accountability, and resolve highly complex issues involving multiple priorities, data sources, platforms, and stakeholders. • Strong executive communication, strategic thinking, analytical judgment, innovation leadership, organizational-change, talent-management, and resource-planning capabilities. • Ability to lead through ambiguity while balancing client value, busin