Business Relationship Support Manager - Ebill Technical and Production Support

About this role:

Wells Fargo is seeking a Business Relationship Support Manager to lead the Ebill Technical and Production Support team within Merchant Services. Learn more about the career areas and business divisions at wellsfargojobs.com.

Wells Fargo Merchant services are financial solutions that help businesses accept and process payments. Wells Fargo provides a complete suite of tools, including hardware and software to accept payments in person, online, or by phone. Plus, our solutions help you manage operations and uncover opportunities to grow your business.

The Business Relationship Support Manager leads the Ebill Technical and Production Support contact center team serving merchant billers, application end users, internal servicing teams, and liaising with technology and product partners. This leader is accountable for people leadership, daily operations, service quality, technical issue management, risk and control execution, partner coordination, and continuous improvement across supported payment processing products and applications. The team provides phone, email, and case-based support for e-commerce and payment application billers/users to assist them with managing receivables, initiate payment transactions, upload files, administer access, and reporting. The manager will build technical capability, guide escalations, ensure consistent case handling, and partner with account/relationship management, sales consultants, product, technology, operations, incident management, and third-party providers to minimize operational disruption and maximize servicing customer experience.

In this role, you will:

• Lead the Ebill Technical and Production Support team and establish clear expectations for customer service, technical troubleshooting, case quality, productivity, timeliness, and compliance.

• Manage daily contact center operations, including work allocation, queue and case monitoring, coverage, service levels, staffing, schedule adherence, and resolution of operational issues.

• Coach, develop, and retain team members through regular feedback, performance management, career development, cross-training, succession planning, and recognition.

• Recruit and onboard talent with the customer service, technical, analytical, and communication skills needed to support payment processing applications.

• Provide leadership for complex, high-impact, recurring, or higher-risk issues involving application access, web portals, connectivity, transaction inconsistencies, reporting, file uploads, user administration, and related cloud-based software.

• Ensure incidents and service requests are accurately documented, prioritized, resolved, or escalated with complete troubleshooting steps, customer updates, business impact, severity, and resolution details.

• Coordinate escalations with product management, technology operations, incident management, internal servicing teams, and third-party providers; maintain ownership through resolution and communication.

• Monitor customer-reported defects, production trends, case aging, repeat contacts, quality findings, service levels, and customer feedback to identify risks and improvement opportunities.

• Maintain clear procedures, knowledge resources, and standard workflows that support consistent troubleshooting, faster resolution, audit readiness, and effective cross-training.

• Identify and implement process improvements and risk controls that improve service quality, operating efficiency, team capacity, and customer outcomes.

• Interpret and apply policies, procedures, risk requirements, and regulatory obligations; ensure timely completion of required controls, training, assessments, affirmations, audit actions, and business continuity activities.

• Review operational and performance reporting, communicate trends and risks to senior leadership, and develop action plans when results do not meet expectations.

• Build productive relationships across the organization, communicate effectively with technical and non-technical audiences, and influence decisions that support timely issue resolution.

• Manage people and financial resources within established plans and make sound day-to-day decisions related to staffing, priorities, operations, and escalations.

• Customers and internal partners receive timely, clear, professional support that minimizes service and operational disruption.

• Cases are accurately documented, prioritized, resolved, or escalated with appropriate ownership, severity, and communication.

Required Qualifications:

• 5+ years of Business Relationship Support experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education.

• 2+ years of leadership experience.

Desired Qualifications:

• Experience leading a customer-facing technical or production support team in a contact center environment.

• Experience supporting merchant services, treasury management, e-commerce, receivables, or payment processing products and applications.

• Working knowledge of payment platforms or applications such as BillerIQ, Cybersource, Payments, Fraud Manager, Transaction Search, or similar systems.

• Experience managing escalations, production incidents, customer-impacting defects, and third-party provider coordination.

• Knowledge of web applications, user access, file transmission, transaction reporting, APIs, internet connectivity, browsers, operating systems, firewalls, proxies, and cloud-based software.

• Experience with CRM, ticketing, case management, service management, call routing, call reporting, workforce management, and Microsoft 365 tools.

• Demonstrated ability to use operational data to manage service levels, case aging, productivity, quality, customer experience, staffing, and risk.

• Strong coaching, performance management, talent development, communication, decision-making, and change leadership skills.

• Proven problem analysis and resolution skills with strong attention to detail, sound judgment, and the ability to translate technical information for non-technical audiences.

• Ability to collaborate and influence across organizational levels while working in a fast-paced, deadline-driven environment.

• Bachelor’s degree, technical coursework, technology certification, or equivalent experience in technology, business, operations, or a related field.

Job Expectations:

• Position will require onsite presence at one of the required locations listed below in a hybrid work schedule.

• Flexibility to support global teams across time zones.

• This position is not eligible for Visa sponsorship.

• Relocation assistance not available for this position.

• Work Schedule: Tempe, AZ hours 6am-3pm PST Monday-Friday & Charlotte, NC hours 8am-5pm EST Monday-Friday.

Posting Locations:

• 1150 W Washington Street, Tempe, Arizona 85288

• 1525 West WT Harris Bloulevard, Charlotte, North Carolina 28262

​Specific compliance policies may apply regarding outside activities and/or personal investing; affected employees will be expected to provide information to the Wells Fargo Personal Account Dealing Team and abide by applicable policy requirements if hired. Information will be shared about expectations during the recruitment process.

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Posting End Date: 

*Job posting may come down early due to volume of applicants.

We Value Equal Opportunity

Wells Fargo is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other legally protected characteristic.

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 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.

Applicants with Disabilities

To request a medical accommodation during the application or interview process, visit Disability Inclusion at Wells Fargo.

Drug and Alcohol Policy

Wells Fargo maintains a drug free workplace.  Please see our Drug and Alcohol Policy to learn more.

Wells Fargo Recruitment and Hiring Requirements:

a. Third-Party recordings are prohibited unless authorized by Wells Fargo.

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