Voice Platform Director — Transform Contact Center Experience

U.S. Bank; Gresham (OR); On-site; USD 150,000 - 176,000; Full time

Benefits offered by this job

Healthcare (medical, dental, vision)

Life insurance

Disability insurance

Paid vacation

401(k)

Employee benefits

Job summary

U.S. Bank seeks a Voice Platform Director to lead the strategic evolution of its Contact Center voice platforms and technology ecosystem. You will guide a team of platform managers, product owners, analysts, and testers, driving roadmaps, health, and release readiness while partnering across a broad enterprise.

You will influence senior leaders, align priorities, and oversee adoption, automation, and transformational initiatives in a fast-paced, agile environment.

Qualifications

• Bachelor’s degree or equivalent combination of education and relevant professional experience.
• Ten+ years in product management or related discipline.
• Ten+ years of Contact Center, customer service, or related operations experience.
• Four+ years of direct people-management experience.
• Experience managing large, complex platforms through full product lifecycle.

Responsibilities

• Lead platform strategy for evolution and modernization of Contact Center voice platforms.
• Translate needs into platform objectives, roadmaps, and investments.
• Oversee platform health, release readiness, and continuous improvement.
• Partner with business, operations, architecture, and tech leaders on priorities.
• Ensure investments improve customer and employee experiences and operational efficiency.

Skills

Leadership

Executive communication

Strategic thinking

Cross-functional collaboration

AWS-based CC products

Education

Bachelor’s degree or equivalent

Tools

AWS-based Contact Center products

Job description

U.S. Bank seeks a Voice Platform Director to lead the strategic evolution of its Contact Center voice platforms and technology ecosystem. You will guide a team of platform managers, product owners, analysts, and testers, driving roadmaps, health, and release readiness while partnering across a broad enterprise.

You will influence senior leaders, align priorities, and oversee adoption, automation, and transformational initiatives in a fast-paced, agile environment.