Contact Center Operations Leader

U.S. Bank is transforming the future of customer servicing across Consumer, Business and Wealth Servicing (CBWS). As part of this evolution, we are building a team of experienced Contact Centers.The ideal candidate is a proven contact center or servicing leader who excels at building relationships, leading leaders, driving change, and delivering results in a complex, highly regulated financial services environment.

Operations Leaders to drive exceptional client experiences, operational excellence, workforce performance, and organizational transformation across a diverse portfolio of servicing functions.

These leadership opportunities support high-impact areas including:

• Consumer Banking
• Business Banking
• Partner & Co-Brand Programs
• Card Services
• Payments Operations

We are seeking proven leaders who can successfully lead large-scale operations, develop high-performing leadership teams, influence enterprise partners, and execute transformation initiatives in complex environments.

What You'll Do

• Lead large-scale contact center and servicing organizations through multiple layers of leadership
• Drive performance across customer experience, service levels, quality, productivity, risk, and employee engagement
• Develop and coach managers and leaders to build organizational capability and succession strength
• Translate business strategy into operational execution and measurable results
• Partner with business, product, risk, technology, and servicing teams to deliver exceptional customer outcomes
• Lead transformational initiatives including servicing model changes, process redesign, digital enablement, and operational improvements
• Utilize operational metrics and customer insights to identify trends and drive continuous improvement
• Support workforce planning, staffing strategies, capacity management, and organizational effectiveness
• Foster a culture of accountability, inclusion, innovation, and leadership excellence

Required

• Experience leading contact center, customer service, client servicing, or operations organizations
• Demonstrated success leading leaders within a multi-layer environment
• Experience managing service, quality, productivity, risk, and customer experience outcomes
• Proven ability to drive operational excellence and continuous improvement
• Strong relationship-building and stakeholder management skills
• Experience leading change, transformation, and organizational growth initiatives
• Strong communication, decision-making, and leadership capabilities

Preferred

• Financial Services, Banking, Credit Card, Wealth Management, Brokerage, Payments, FinTech, or highly regulated industry experience
• Experience supporting co-brand, partner, or affinity programs
• Business Banking or Commercial Servicing experience
• Wealth or High-Net-Worth client servicing experience
• Service-to-Sales or revenue-generating contact center experience
• Vendor Management or Outsourcing Oversight experience
• Digital servicing, CRM, AI, or operational transformation experience