Platform Manager

US Bank; Cincinnati (OH); On-site; USD 98,000 - 116,000; Full time

Benefits offered by this job

Healthcare

Life insurance

Disability leave

Parental leave

401(k)

Paid vacation

Holiday pay

Adoption assistance

Sick leave

Job summary

U.S. Bank is seeking a Platform Manager to lead strategy, development, and delivery for contact center platforms including Customer Express and BEE.

You will gather requirements, manage backlogs, and drive user-centric solutions to improve efficiency and customer experience. The role requires collaboration across engineering, design, and business teams, with a focus on risk and compliance changes, demos, training, and end-user support.

Qualifications

• Bachelor's degree or equivalent work experience.
• Typically three or more years of related experience.

Responsibilities

• Define and document business requirements with stakeholders.
• Create features, epics, and user stories with acceptance criteria in Jira.
• Own backlog prioritization and roadmap planning.
• Identify cross-team dependencies and align delivery efforts.
• Coordinate with engineering, design, and business teams to implement new features.
• Drive improvements in functionality and user experience.
• Conduct user acceptance testing, end-to-end testing, and production validation.
• Gather user feedback to refine solutions.
• Deliver product demos, training, and support to end users.
• Lead technology changes to address Risk and Compliance needs.

Skills

Product backlog

Product vision

Agile mindset

Leadership

Communication

SAFe CSPO PSPO

Education

Bachelor's degree

Tools

Jira

Job description

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

As Platform Manager, you will lead the strategy, development, and delivery of enhancements to contact center platforms, including Customer Express and Banker Experience Evolution (BEE). You will collaborate with stakeholders to gather and prioritize business requirements, manage product backlogs, and drive user-centric solutions that improve operational efficiency and customer experience.

Key Responsibilities

• Partner with stakeholders to define and document business requirements.
• Create and manage features, epics, and user stories with clear acceptance criteria in Jira.
• Own backlog prioritization and roadmap planning.
• Identify cross-team dependencies and align delivery efforts.
• Coordinate with engineering, design, and business teams to implement new features.
• Drive improvements in functionality and user experience.
• Conduct user acceptance testing, end-to-end testing, and production validation.
• Gather and incorporate user feedback to refine solutions.
• Deliver product demos, training, and support to end users.
• Lead technology changes to address Risk and Compliance needs.

Platform Scope

• Customer Express: Supports 70+ service intents across multiple business lines, including profile changes, fee refunds, account closures, EFT claims, card maintenance, and payments.
• Banker Experience Evolution (BEE): Primary CRM for servicing consumer and small business customers.

Basic Qualifications

• Bachelor's degree, or equivalent work experience
• Typically three or more years of related experience

Preferred Skills/Experience

• Well-developed ability to collaboratively develop and evolve a product backlog
• Well-developed ability to develop and articulate a product vision that supports outcomes, value and prioritization of work
• Thorough understanding of the Lean/Agile mindset
• Demonstrated leadership and interpersonal skills including ability to collaborate with and empower teams
• Well-developed verbal and written communication skills
• Proficient computer navigation skills
• Standard industry certificates such as SAFe, CSPO, or PSPO are preferred

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

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. 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: $98,175.00 - $115,500.00

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 will consider qualified ap