Senior Multi-Channel Contact Center Leader

U.S. Bank; Tempe (AZ); On-site; USD 133,000 - 157,000; Full time

Benefits offered by this job

Healthcare

Life insurance

Disability

Parental leave

Retirement plan

Paid vacation

Paid holidays

Adoption assistance

Sick leave

Job summary

U.S. Bank is seeking a Solutions & Social Operations Manager to shape the servicing strategy across multi-channel platforms within CBWS.

This senior leader will drive end-to-end client experiences for consumer, small business, partner card, and wealth segments. The role requires building scalable operating models, leading large cross-functional teams, and partnering with Product, Digital, Fraud, Compliance, and Legal to deliver holistic servicing solutions.

Qualifications

• Bachelor’s degree or equivalent work experience.
• Typically eight or more years of relevant experience.
• Experience in business banking, commercial servicing, or contact center operations.
• Demonstrated leadership managing teams in operations or servicing environments.
• Knowledge of risk, regulatory and compliance requirements.
• Proven ability to influence across functions and communicate with senior leaders.

Responsibilities

• Define multichannel servicing strategy aligned to CBWS transformation priorities.
• Translate enterprise objectives into scalable operating models and service standards.
• Lead end-to-end channel integration across voice, messaging and social.
• Ensure governance for escalation, risk, and regulatory response.
• Drive real-time digital channel performance and AI-enabled servicing pilots.
• Lead transformation delivery with measurable impact on client experience and costs.

Skills

Leadership

Strategic thinking

Cross-functional collaboration

Communication

Change management

Education

Bachelor’s degree

Job description

U.S. Bank is seeking a Solutions & Social Operations Manager to shape the servicing strategy across multi-channel platforms within CBWS.

This senior leader will drive end-to-end client experiences for consumer, small business, partner card, and wealth segments. The role requires building scalable operating models, leading large cross-functional teams, and partnering with Product, Digital, Fraud, Compliance, and Legal to deliver holistic servicing solutions.