Service-to-Sales Leader, Contact Center Excellence

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

401(k) plan

Paid vacation

Paid holidays

Adoption assistance

Sick leave

Job summary

U.S. Bank in Tempe, AZ seeks an Operations Manager – Service to Sales to lead cross-functional teams blending customer servicing with sales execution, delivering strong client experiences and revenue outcomes.

You will oversee multi-channel operations, drive service-to-sales initiatives, and partner with product, servicing, and sales teams to optimize engagement, retention, and performance. Candidates should have extensive contact center leadership and regulatory knowledge for a dynamic banking

Qualifications

• Bachelor's degree or equivalent work experience.
• Typically eight or more years of relevant experience.
• Experience in contact center operations, sales, or servicing environments.
• Demonstrated leadership experience managing teams with service and/or sales accountability.
• Strong understanding of customer engagement, sales processes, and service delivery models.
• Experience managing performance metrics across sales, service, and operational KPIs.
• Knowledge of regulatory and compliance requirements related to sales practices.
• Preferred: Bachelor's degree or equivalent experience.
• Experience in financial services, banking, or card/servicing environments.

Responsibilities

• Lead service-to-sales strategy across contact center and operational teams.
• Translate client interactions into relevant sales opportunities, balancing service and revenue.
• Drive adoption of sales behaviors and servicing standards across teams.
• Ensure alignment between servicing, product, and sales priorities.
• Lead day-to-day operations across service and sales-enabled teams.
• Ensure consistent delivery of service levels, quality outcomes, and sales performance.
• Manage workload, staffing, and operational execution to meet targets.
• Maintain operational effectiveness during periods of change and transformation.
• Deliver relationship-driven client experiences that build trust and engagement.
• Drive customer satisfaction while increasing product adoption, retention, and revenue growth.
• Ensure strong ownership of client interactions, including issue resolution and service recovery.
• Balance sales performance with client-centric outcomes and regulatory expectations.
• Monitor and analyze performance across service, sales, quality, productivity, and risk metrics.
• Identify trends and implement improvements to increase service effectiveness and sales conversion.
• Drive continuous improvement in call flows, scripting, and sales enablement tools.
• Provide insights and performance reporting to senior leadership.
• Ensure adherence to regulatory, risk, and compliance requirements, particularly in sales practices.
• Maintain strong controls to ensure ethical, compliant service-to-sales execution.
• Partner with Risk and Compliance to mitigate risks related to sales activity.
• Manage budgets, forecasts, and capacity planning aligned to service demand and sales goals.
• Optimize cost-to-serve while maximizing revenue and client lifetime value.
• Align workforce strategy to support evolving service and sales capabilities.

Skills

Leadership experience

Customer engagement

Sales processes

Regulatory knowledge

Education

Bachelor's degree

Tools

CRM platforms

Digital servicing channels

Job description

U.S. Bank in Tempe, AZ seeks an Operations Manager – Service to Sales to lead cross-functional teams blending customer servicing with sales execution, delivering strong client experiences and revenue outcomes.

You will oversee multi-channel operations, drive service-to-sales initiatives, and partner with product, servicing, and sales teams to optimize engagement, retention, and performance. Candidates should have extensive contact center leadership and regulatory knowledge for a dynamic banking