Customer Implementation Delivery Leader

Customer Implementation Delivery Leader

The Customer Implementation Delivery Leader is responsible for leading a team of Implementation Managers who oversee the onboarding, implementation, and go-live delivery experience for enterprise, gateway, integrated, and strategic partner-acquired customers. This role is accountable for ensuring customers are successfully transitioned from contract execution through implementation, operational readiness, go-live, and handoff to ongoing support.

The leader serves as a strategic partner to Sales, Relationship Management, Operations, Product, Technology, and Support teams to ensure implementation commitments are met, customer expectations are managed, and onboarding processes continue to evolve to support business growth. This role balances people leadership, customer experience, operational excellence, and process improvement while driving consistent execution across the customer implementation lifecycle.

Key Responsibilities

• Lead, coach, and develop a team of Implementation Managers responsible for customer onboarding and implementation activities.
• Establish performance expectations, development plans, and accountability measures that drive execution excellence and customer satisfaction.
• Foster a culture focused on customer experience, operational discipline, collaboration, and continuous improvement.
• Support workforce planning, capacity management, and prioritization across implementation portfolios.
• Build a high-performing team through ongoing coaching, feedback, recognition, and employee development.

• Oversee implementation delivery for enterprise, gateway, integrated, and strategic partner-acquired customer onboarding programs.
• Ensure implementation milestones, deliverables, customer commitments, and go-live timelines are consistently achieved.
• Provide leadership support for complex implementations, escalations, and high-impact customer onboarding initiatives.
• Monitor implementation performance and customer outcomes to identify risks, trends, and opportunities for improvement.
• Ensure customers are effectively transitioned from sales engagement through onboarding, implementation, go-live, and ongoing support.

• Ensure a consistent onboarding and implementation experience for customers originating from direct sales, strategic partner, and integrated distribution channels.
• Partner with Sales, Relationship Managers, and partner-facing teams to support successful onboarding of customers introduced through strategic partner relationships.
• Identify opportunities to streamline onboarding processes for partner-acquired customers while maintaining delivery quality and customer experience.

• Partner closely with Sales, Relationship Managers, Product, Technology, Operations, Support, and Fulfillment teams to ensure implementation readiness and successful customer onboarding.
• Facilitate effective communication and alignment across internal stakeholders and external customer contacts.
• Remove obstacles, resolve escalations, and drive accountability across implementation activities.
• Support strategic initiatives that impact customer onboarding, implementation, activation, and servicing experiences.

• Establish and maintain implementation standards, procedures, playbooks, and best practices.
• Drive operational efficiency through process improvement, standardization, automation, and continuous improvement initiatives.
• Utilize performance metrics and customer feedback to improve implementation effectiveness and customer outcomes.
• Ensure adherence to operational controls, corporate policies, and regulatory requirements.

• Support business growth through scalable onboarding and implementation processes.
• Partner with leaders across Customer Activation & Training (CAT), Operations Enablement, Product, Technology, and Relationship Management to improve customer onboarding experiences and reduce implementation friction.
• Contribute to organizational initiatives that enhance onboarding, implementation delivery, customer experience, and operational readiness.

Basic Qualifications

• Bachelor's degree, or equivalent work experience
• Typically five or more years of relevant experience

Preferred Skills/Experience

• Typically five or more years of relevant experience in implementation management, customer onboarding, project management, customer operations, client services, or related disciplines
• Previous leadership experience with responsibility for coaching, developing, and managing employees
• Experience leading implementation, onboarding, client delivery, customer success, or operational teams
• Strong knowledge of implementation lifecycle management, project delivery, and operational readiness processes
• Experience managing enterprise, gateway, integrated, or partner-channel customer onboarding programs
• Proven ability to lead cross-functional initiatives involving Sales, Product, Technology, Operations, Relationship Management, and Support teams
• Strong organizational, analytical, problem-solving, and risk management skills
• Experience utilizing CRM, implementation management, workflow, or project management platforms
• Excellent communication, presentation, stakeholder management, and relationship-building skills
• Experience driving process improvement, operational excellence, or transformation initiatives
• Payments, financial services, technology, SaaS, or customer implementation experience preferred

Location Expectations

• This role requires working from a U.S. Bank location three (3) or more days per week.

Benefits

• Healthcare (medical, dental, vision)
• Basic term and optional term life insurance
• Short-term and long-term disability
• Pregnancy disability and parental leave
• 401(k) and employer-funded retirement plan
• Paid vacation (from two to five weeks depending on salary grade and tenure)
• Up to 11 paid holiday opportunities
• Adoption assistance
• Sick and Safe Leave accruals of one hour for every 30 worked, up to 80 hours per calendar year unless otherwise provided by law

U.S. Bank is an equal opportunity employer. We consider all qualified applicants without regard to race, religion, color, sex, national origin, age, sexual orientation, gender identity, disability or veteran status, and other factors protected under applicable law.

U.S. Bank participates in the U.S. Department of Homeland Security E-Verify program in all facilities located in the United States and certain U.S. territories. The E-Verify program is an Internet-based employment eligibility verification system operated by the U.S. Citizenship and Immigration Services. Learn more about the E-Verify program.

The salary range reflects figures based on the primary location, which is listed first. The actual range for the role may differ based on the location of the role. In addition to salary, U.S. Bank offers a comprehensive benefits package, including incentive and recognition programs, equity stock purchase 401(k) contribution and pension (all benefits are subject to eligibility requirements). Pay Range: $94,010.00 - $110,600.00

U.S. Bank will consider qualified applicants with arrest or conviction records for employment. U.S. Bank conducts background checks consistent with applicable local laws, including the Los Angeles County Fair Chance Ordinance and the California Fair Chance Act as well as the San Francisco Fair Chance Ordinance. U.S. Bank is subject to, and conducts background checks consistent with the requirements of Section 19 of the Federal Deposit Insurance Act (FDIA). In addition, certain positions may also be subject to the requirements of FINRA, NMLS registration, Reg Z, Reg G, OFAC, the NFA, the FCPA, the Bank Secrecy Act, the SAFE Act, and/or federal guidelines applicable to an agreement, such as those related to ethics, safety, or operational procedures.

Applicants must be able to comply with U.S. Bank policies and procedures including the Code of Ethics and Business Conduct and related workplace conduct and safety policies.

Posting may be closed earlier due to high volume of applicants.