Senior Contact Center Leader - Service to Sales

About this role

At U.S. Bank, we’re 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 at—all 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 • Bachelor’s 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 •

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