Senior Contact Center Leader - Service to SalesU.S. Bank

At U.S. Bank, were 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 atall from Day One.

Job Description

The Consumer, Business and Wealth Servicing (CBWS) contact center is a consolidated, enterprise-wide client servicing organization delivering multi-channel support across consumer, small business, partner card, and wealth segments.

CBWS is undergoing a significant transformation to deliver a differentiated, relationship-focused client experience. This includes transitioning from product-aligned servicing to a specialized model structured around five high-impact focus areas, enabling deeper expertise, improved client outcomes, and scalable service delivery.

To enable this transformation, CBWS is establishing an enterprise leadership structure with senior leaders accountable for driving strategic execution, operational excellence, and sustained performance across complex, multi-channel environments.

Role Summary

The Operations Manager Service to Sales is responsible for leading operations that integrate customer servicing and sales execution, driving both exceptional client experiences and revenue outcomes .

This role provides both strategic and day-to-day leadership across multi-channel servicing environments, ensuring the seamless execution of service-to-sales strategies. The incumbent leads teams, optimizes processes, and partners across product, servicing, and sales organizations to drive client engagement, retention, and revenue growth.

Aligned to the CBWS transformation, this role enables the shift from traditional service delivery to relationship-based interactions that identify and fulfill client needs through relevant solutions and sales opportunities .

Key Responsibilities

Service to Sales Strategy & Execution

• Lead the execution of service-to-sales strategy across contact center and operational teams

• Translate client interactions into relevant sales opportunities , balancing service excellence with revenue generation

• Drive consistent adoption of sales behaviors and servicing standards across teams

• Ensure alignment between servicing, product, and sales priorities

Operational Leadership & Service Delivery

• 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 performance targets

• Maintain operational effectiveness during periods of change and transformation

Client Experience & Revenue Outcomes

• Deliver relationship-driven client experiences that build trust and deepen 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

Performance Management & Continuous Improvement

• Monitor and analyze performance across service, sales, quality, productivity, and risk metrics

• Identify trends and implement improvements to increase both service effectiveness and sales conversion

• Drive continuous improvement in call flows, scripting, and sales enablement tools

• Provide insights and performance reporting to senior leadership

Risk, Compliance & Controls

• Ensure adherence to all 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

Financial & Resource Management

• Manage budgets, forecasts, and capacity planning aligned to both 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

Talent & Leadership

• Lead and develop a multi-layer organization across service and sales-enabled roles

• Build a culture of accountability, coaching, and performance excellence

• Drive capability development in sales skills, client engagement, and advisory conversations

• Establish strong performance management routines tied to both service and sales outcomes

Cross-Functional Partnership

• Partner with product, marketing, servicing, and sales teams to deliver integrated client experiences

• Support implementation of service-to-sales programs, campaigns, and platform enhancements

• Collaborate across the enterprise to align on priorities, messaging, and execution

Scope & Impact

• Leads a function or segment of service-to-sales operations with regional or enterprise impact

• Contributes to revenue growth strategy and servicing model transformation

• Decisions impact client experience, revenue performance, operational efficiency, and risk outcomes

• May lead large-scale initiatives related to sales enablement, servicing transformation, or client engagement

Basic Qualifications

• Bachelors degree, or equivalent work experience

• Typically eight or more years of relevant experience

Qualifications Required

• 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

• Bachelors degree or equivalent experience

• Experience in financial services, banking, or card/servicing environments

• Exposure to sales enablement programs, CRM platforms, or digital servicing channels

• Experience driving service-to-sales transformation initiatives

Leadership Profile

• Operates as a business leader , accountable for both experience and revenue outcomes

• Balances client experience, sales performance, and risk discipline

• Demonstrates enterprise thinking and cross-functional influence

• Leads effectively through change, performance pressure, and transformation

Location expectations

This role requires working from a U.S. Bank location three (3) or more days per week.

If theres anything we can do to accommodate a disability during any portion of the application or hiring process, please refer to our disability accommodations for applicants (https://careers.usbank.com/global/en/disability-accommodations-for-applicants) .

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

Review our full benefits available by employment status here (https://careers.usbank.com/global/en/benefits/us) .

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.

E-Verify

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 (https://careers.usbank.com/verification-of-eligibility-for-employment) .

The salary range reflects figures based on the primary location, which is listed first. The actual range for the role may differ based on the location of the role. 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: $133,365.00 - $156,900.00

U.S. Bank will consider qualified applicants with arrest or conviction records for employment. U.S. Bank conducts background checks consistent with applicable local laws, including the Los Angeles County Fair Chance Ordinance and the California Fair Chance Act as well as the San Francisco Fair Chance Ordinance. U.S. Bank is subject to, and conducts background checks consistent with the requirements of Section 19 of the Federal Deposit Insurance Act (FDIA). In addition, certain positions may also be subject to the requirements of FINRA, NMLS registration, Reg Z, Reg G, OFAC, the NFA, the FCPA, the Bank Secrecy Act, the SAFE Act, and/or federal guidelines applicable to an agreement, such as those related to ethics, safety, or operational procedures.

Applicants must be able to comply with U.S. Bank policies and procedures including the Code of Ethics and Business Conduct and related workplace conduct and safety policies.

Posting may be closed earlier due to high volume of applicants.