Senior Contact Center Leader - (Solutions and PAs)

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 Solutions & Social Media Operations Manager is a senior leader responsible for defining and executing the multi-channel servicing strategy across Solutions and Social platforms within CBWS. This role drives transformation of the contact center operating model to deliver differentiated, relationship-based client experiences across consumer, small business, partner card, and wealth segments. This leader operates with department level scope and influence , shaping servicing strategy, digital channel evolution, and escalation governance while ensuring seamless integration across voice and digital channels. The role is accountable for end-to-end client experience, operational performance, risk management, and innovation , with decisions that materially impact client outcomes, cost structure, regulatory posture, and brand reputation.

Key Responsibilities 1. Department Strategy & Multi-Channel Leadership • Lead the servicing strategy for Solutions and Social channels aligned to CBWS transformation priorities • Translate enterprise objectives into scalable operating models, capability roadmaps, and service design standards • Drive end-to-end channel integration (voice, asynchronous messaging, social) to enable seamless, low-friction client journeys • Serve as a partner to Product, Digital, Fraud, Compliance, and Vendor organizations to deliver holistic servicing solutions • Establish and sustain a cohesive leadership model across newly consolidated operations

2. Solutions & Enterprise Escalation Governance • Lead CBWS Solutions and escalation strategy • Establish governance frameworks for: • End-to-end case ownership and resolution standards • Regulatory response management and escalation rigor • Root cause identification and systemic remediation • Executive-level stakeholder communication (Risk, Compliance, Legal, Business Lines)

• Ensure consistent, compliant execution of complex case resolution with significant reputational and regulatory implications • Influence upstream process, product, and policy changes based on systemic issue insights

3. Digital Channel Strategy & Performance Social) • Own enterprise performance and evolution of real-time and asynchronous digital channels • Define and drive KPIs across: • Client experience (CSAT, sentiment, first contact resolution) • Operational efficiency (concurrency, containment, productivity) • Risk and compliance adherence (particularly in public/social channels)

• Lead transition to AI-enabled servicing models (bot + human) , including: • Bot strategy, supervision, and escalation design • Optimization of agent concurrency and digital servicing effectiveness • Establishment of brand voice, tone, and empathy standards in digital engagement

4. Operational Excellence & Transformation Delivery • Lead large-scale, multi-functional operations with enterprise and cross-line-of-business impact • Develop and execute long-range operational and transformation plans aligned to CBWS strategy • Drive continuous improvement in service delivery, efficiency, quality, and client experience • Oversee implementation of production and servicing model changes with minimal disruption • Ensure consistent execution of operational standards across regions and functional segments

5. Financial, Risk & Performance Accountability • Establish performance management frameworks aligned to enterprise targets and business outcomes • Ensure adherence to all regulatory, compliance, and risk management standards • Proactively identify and mitigate risks with significant financial, reputational, or operational impact

6. Talent & Leadership • Build and lead high-performing, multi-level leadership teams across Solutions and Digital operations • Establish a strong culture of accountability, coaching, and continuous development • Drive leadership readiness, and organizational capability building • Lead organizational design and workforce strategy to support evolving servicing models

7. Enterprise Influence & Governance • Serve as an advisor and thought partner across CBWS and broader enterprise initiatives • Represent CBWS on enterprise committees, influencing decisions on client experience, servicing strategy, and digital transformation • Provide executive-level insights and recommendations based on operational data, trends, and risk signals

Scope & Impact • Leads a mid-size complex division or multiple major operational segments across Solutions and Social • Decisions have enterprise-wide impact on client experience, risk exposure, cost structure, and operational performance • Accountable for outcomes that influence revenue protection, expense management, regulatory compliance, and brand reputation • Operates with high autonomy; decisions are subject primarily to executive-level review

Basic Qualifications • Bachelor’s degree, or equivalent work experience • Typically eight or more years of relevant experience

Qualifications Required • At least 5 years of progressive experience in business banking, commercial servicing, or contact center operations.  • Demonstrated leadership experience managing teams in operations or servicing environments • Strong understanding of business banking products, client needs, and servicing processes • Experience managing performance, operational metrics, and process improvement • Knowledge of risk, regulatory, and compliance requirements • Demonstrated success leading complex or multi-layer o

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