Senior Contact Center Leader - Vendor Oversight

At U.S. Bank, we’re on a journey to do our best. Helping the customers and businesses we serve to make better and smarter financial decisions and enabling the communities we support to grow and succeed. We believe it takes all of us to bring our shared ambition to life, and each person is unique in their potential. A career with U.S. Bank gives you a wide, ever-growing range of opportunities to discover what makes you thrive at every stage of your career. Try new things, learn new skills and discover what you excel at—all from Day One.

Job Description

The Consumer, Business and Wealth Servicing (CBWS) contact center is a consolidated, enterprise-wide client servicing organization delivering multi-channel support across consumer, small business, partner card, and wealth segments.

CBWS is undergoing a significant transformation to deliver a differentiated, relationship-focused client experience. This includes transitioning from product-aligned servicing to a specialized model structured around five high-impact focus areas, enabling deeper expertise, improved client outcomes, and scalable service delivery.

To enable this transformation, CBWS is establishing an enterprise leadership structure with senior leaders accountable for driving strategic execution, operational excellence, and sustained performance across complex, multi-channel environments.

Role Summary (Grade 16 Scope)

The Operations Manager – Vendor Oversight is an enterprise leader responsible for defining and executing the strategy for vendor-supported servicing within CBWS. This role operates with broad organizational impact, leading large-scale sourcing, migration, and vendor optimization efforts that influence multiple business lines and materially affect service delivery, cost structure, and client experience.

The role provides strategic direction across vendor ecosystems, ensuring alignment to enterprise standards for quality, risk management, and operational performance. The incumbent is accountable for end-to-end vendor strategy, including sourcing, implementation, governance, and ongoing optimization.

This leader operates with a high degree of autonomy, making decisions subject only to senior executive review, and serves as a key contributor to enterprise transformation initiatives.

Key Responsibilities

Enterprise Vendor Strategy & Transformation

• Define and lead the enterprise vendor strategy for CBWS, identifying opportunities for strategic sourcing aligned to long-term business and servicing objectives
• Direct large-scale outsourcing and migration initiatives across multiple vendors, ensuring minimal disruption to service levels and client outcomes
• Lead transformation efforts to optimize vendor-supported servicing models (e.g., multi-channel, digital, specialized services)

Operational Leadership & Performance Management

• Own performance outcomes across vendor-supported operations, including service, cost, quality, and risk
• Establish and enforce enterprise-level governance frameworks, controls, and performance standards across vendor partners
• Lead resolution of complex, high-impact service issues, ensuring timely remediation and root cause elimination

Cross-Functional & Enterprise Influence

• Partner with senior leaders across CBWS and enterprise functions (Risk, Compliance, Technology, Product) to align vendor strategy with broader business priorities
• Influence operational direction across multiple business lines, shaping policies, procedures, and service delivery models
• Represent vendor oversight in enterprise forums, committees, and transformation programs

Financial & Business Management

• Lead financial planning and oversight for vendor operations, including budget design, forecasting, and cost optimization strategies
• Drive efficiency, scalability, and return on investment across outsourced activities
• Monitor and report on business performance, escalating risks and opportunities through executive-level communication

Talent & Organizational Leadership

• Lead and develop a multi-layered organization, including managers and senior professionals, fostering a high-performance, accountable culture
• Build organizational capability to support evolving vendor strategies and complex servicing environments
• Establish clear performance expectations, provide ongoing coaching, and drive succession and leadership development

Scope & Impact (Grade 16 Differentiation)

• Leads a large division or multiple major segments of operations with regional or enterprise-wide impact
• Owns and directs long-range strategic initiatives impacting multiple lines of business
• Shapes operational strategy and vendor ecosystems beyond immediate function
• Decisions have significant impact on revenue, expense, service continuity, and client confidence
• Provides strategic input to enterprise-level transformation and production changes

Basic Qualifications

• Bachelor’s degree, or equivalent work experience
• Typically eight or more years of relevant experience

Minimum Qualifications

• Extensive experience in operations, vendor management, or contact center leadership within complex, multi-channel environments
• Demonstrated success leading large-scale transformation, outsourcing, or vendor optimization initiatives
• Deep knowledge of banking operations, regulatory requirements, and risk management practices
• Proven ability to influence senior stakeholders and drive cross-functional alignment
• Strong financial, analytical, and strategic planning capabilities
• Experience leading large, multi-layered teams with enterprise impact

Preferred Qualifications

• 8+ years of relevant leadership experience in large-scale operations or vendor management environments
• Experience in contact center transformation, CRM/platform integration, or digital servicing models
• Advanced experience in enterprise change leadership and strategic execution

Leadership Profile

This role requires an enterprise leader who:

• Thinks and operates at enterprise scale , beyond a single function or line of business
• Shapes strategy and drives transformation , not just execution
• Demonstrates strong executive presence, influence, and decision-making authority
• Balances client experience, operational excellence, and financial discipline

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

If there’s anything we can do to accommodate a disability during any portion of the application or hiring process, please refer to our disability accommodations for applicants.

Benefits:

Our approach to benefits and total rewards considers our team members’ whole selves and what may be needed to thrive in and outside work. That's why our benefits are designed to help you and your family boost your health, protect your financial security and give you peace of mind. Our benefits include the following:

• 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

Review our full benefits available by employment status here .

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.

E-Verify

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: $133,365.00 - $156,900.00

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.