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 #J-18808-Ljbffr U.S. Bank