Service to Sales Operations Leader (Cincinnati)

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 DescriptionThe 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 The Operations Manager – Service to Sales is responsible for leading operations that integrate customer servicing and sales execution, driving both exceptional client experiences and revenue outcomes.This role provides both strategic and day-to-day leadership across multi-channel servicing environments, ensuring the seamless execution of service-to-sales strategies. The incumbent leads teams, optimizes processes, and partners across product, servicing, and sales organizations to drive client engagement, retention, and revenue growth.Aligned to the CBWS transformation, this role enables the shift from traditional service delivery to relationship-based interactions that identify and fulfill client needs through relevant solutions and sales opportunities.Key ResponsibilitiesService to Sales Strategy & ExecutionLead the execution of service-to-sales strategy across contact center and operational teamsTranslate client interactions into relevant sales opportunities, balancing service excellence with revenue generationDrive consistent adoption of sales behaviors and servicing standards across teamsEnsure alignment between servicing, product, and sales prioritiesOperational Leadership & Service DeliveryLead day-to-day operations across service and sales-enabled teamsEnsure consistent delivery of service levels, quality outcomes, and sales performanceManage workload, staffing, and operational execution to meet performance targetsMaintain operational effectiveness during periods of change and transformationClient Experience & Revenue OutcomesDeliver relationship-driven client experiences that build trust and deepen engagementDrive customer satisfaction while increasing product adoption, retention, and revenue growthEnsure strong ownership of client interactions, including issue resolution and service recoveryBalance sales performance with client-centric outcomes and regulatory expectationsPerformance Management & Continuous ImprovementMonitor and analyze performance across service, sales, quality, productivity, and risk metricsIdentify trends and implement improvements to increase both service effectiveness and sales conversionDrive continuous improvement in call flows, scripting, and sales enablement toolsProvide insights and performance reporting to senior leadershipRisk, Compliance & ControlsEnsure adherence to all regulatory, risk, and compliance requirements, particularly in sales practicesMaintain strong controls to ensure ethical, compliant service-to-sales executionPartner with Risk and Compliance to mitigate risks related to sales activityFinancial & Resource ManagementManage budgets, forecasts, and capacity planning aligned to both service demand and sales goalsOptimize cost-to-serve while maximizing revenue and client lifetime valueAlign workforce strategy to support evolving service and sales capabilitiesTalent & LeadershipLead and develop a multi-layer organization across service and sales-enabled rolesBuild a culture of accountability, coaching, and performance excellenceDrive capability development in sales skills, client engagement, and advisory conversationsEstablish strong performance management routines tied to both service and sales outcomesCross-Functional PartnershipPartner with product, marketing, servicing, and sales teams to deliver integrated client experiencesSupport implementation of service-to-sales programs, campaigns, and platform enhancementsCollaborate across the enterprise to align on priorities, messaging, and executionScope & ImpactLeads a function or segment of service-to-sales operations with regional or enterprise impactContributes to revenue growth strategy and servicing model transformationDecisions impact client experience, revenue performance, operational efficiency, and risk outcomesMay lead large-scale initiatives related to sales enablement, servicing transformation, or client engagementQualificationsRequiredExperience in contact center operations, sales, or servicing environmentsDemonstrated leadership experience managing teams with service and/or sales accountabilityStrong understanding of customer engagement, sales processes, and service delivery modelsExperience managing performance metrics across sales, service, and operational KPIsKnowledge of regulatory and compliance requirements related to sales practicesPreferredBachelor’s degree or equivalent experienceExperience in financial services, banking, or card/servicing environmentsExposure to sales enablement programs, CRM platforms, or digital servicing channelsExperience driving service-to-sales transformation initiativesLeadership ProfileOperates as a business leader, accountable for both experience and revenue outcomesBalances client experience, sales performance, and risk disciplineDemonstrates enterprise thinking and cross-functional influenceLeads effectively through change, performance pressure, and transformationLocation 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 insuranceShort-term and long-term disabilityPregnancy disability and parental leave401(k) and employer-funded retirement planPaid vacation (from two to five weeks depending on salary grade and tenure)Up to 11 paid holiday opportunitiesAdoption assistanceSick and Safe Leave accruals of one hour for every 30 worked, up to 80 hours per calendar year unless otherwise provided by lawReview 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-VerifyU.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 - $156,900.00U.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.Job SummaryJob number: 2026-0018972Date posted : 2026-07-23Profession: Banking OperationsEmployment type: Full time