Platform Manager: Contact Center & CRM Innovation

US Bank

Cincinnati (OH)

On-site

USD 98,000 - 116,000

Full time

4 days ago

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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.