IVR/CTI Platform and Analytics Manager
Hiring Manager – Krysten Nguyen
Location – San Francisco
Target Base Salary - $120 - $140K  with Bonus

Wells Fargo Advisors, a division of Wells Fargo, offers a nationwide network of full-service retail brokerage offices, e-commerce and discount brokerage services, and fully-disclosed clearing services.
Direct Financial Solutions (DFS) with Wells Fargo Advisors is responsible for remote sales and servicing of Investment and Retirement client solutions. Its centralized teams provide alternative (non-face-to-face) access for investment clients, fulfilling the Wells Fargo vision for anytime, anywhere access to information.  DFS supports all sales channels within Wells Fargo Advisors, as well as Wealth and Retirement, making it easier for clients and Financial Advisors to do business via phone, email and the Internet.  
As part of the DFS business team, this position will have the primary responsibility for driving the strategic roadmap and business requirements for a best in class automated phone channel and telecom for DFS.  This position will manage directly and indirectly a cross-functional team responsible for the strategy, user experience and implementation of the Interactive Voice Response system (IVR) and telecom functions that will positively impact the caller's experience and the agent’s productivity.

Primary responsibilities include:

• Partner with business and technology representatives at all levels to assess, initiate, refine and drive appropriate IVR and telecom technology solutions.
• Develop strategic plan to meet existing business and product goals, and translate goals from business into functional strategies and product ideas.
• Manage the entire IVR product life cycle from strategic planning to tactical activities.  Interact with vendors and internal groups including technology, legal, compliance, product management, and operations as part of support activities and new project implementations.
• Maintain in-depth understanding and continuously monitor competitor landscape and industry trends.  Partner with in-house reporting department to develop metrics, interpret results, and originate and present recommendations to business leaders.
• Ensure applicable business requirements and functional requirements are defined and gain approval from business and department leaders.
• Identify and lead resolution of problem processes in a timely fashion to negate or minimize business impact.
• Work closely with project managers, development teams, quality assurance, and other teams to define comprehensive project plans.
• Lead hands-on user acceptance testing and validation of business requirements and system functionality.
• Report daily, weekly, and monthly status on the performance of the IVR applications to senior management.

Minimum Qualifications

• 10+ yrs in product management and  VUI design, development, project management and support of IVR applications
• Demonstrated in-depth knowledge of integrated, global call center technologies to support IVR, CRM, CTI integration and skills-based routing in a VoIP environment
• Proven experience integrating IVR with various back-end systems, databases, telephony interfaces and CTI environments
• Experience with speech enabled IVR solution
• 5+ years demonstrated successful experience  leading and managing teams
• Superior analytical, interpersonal, communication (written, verbal, and technical), presentation, negotiation and problem-solving skills

Preferred Qualifications

• Experience with complex call routing workflow design, documenting and testing is desired.
• Brokerage industry knowledge preferred.
• Undergraduate degree strongly preferred.

Senior Analyst - Index Investments at Index Publications, LLC
San Francisco Bay Area

Index Publications LLC is the world’s leading independent authority on exchange-traded funds, index funds and indexes. Our suite of publications, including the Journal of Indexes, ETFR and IndexUniverse.com, are the books of record for their indu...

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