Senior Contact Center Leader - Vendor Oversight

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 (Grade 16 Scope) The Operations Manager – Vendor Oversight is an enterprise leader responsible for defining and executing the strategy for vendor-supported servicing within CBWS. This role operates with broad organizational impact, leading large-scale sourcing, migration, and vendor optimization efforts that influence multiple business lines and materially affect service delivery, cost structure, and client experience. The role provides strategic direction across vendor ecosystems, ensuring alignment to enterprise standards for quality, risk management, and operational performance. The incumbent is accountable for end-to-end vendor strategy, including sourcing, implementation, governance, and ongoing optimization. This leader operates with a high degree of autonomy, making decisions subject only to senior executive review, and serves as a key contributor to enterprise transformation initiatives.

Key Responsibilities Enterprise Vendor Strategy & Transformation • Define and lead the enterprise vendor strategy for CBWS, identifying opportunities for strategic sourcing aligned to long-term business and servicing objectives • Direct large-scale outsourcing and migration initiatives across multiple vendors, ensuring minimal disruption to service levels and client outcomes • Lead transformation efforts to optimize vendor-supported servicing models (e.g., multi-channel, digital, specialized services)

Operational Leadership & Performance Management • Own performance outcomes across vendor-supported operations, including service, cost, quality, and risk • Establish and enforce enterprise-level governance frameworks, controls, and performance standards across vendor partners • Lead resolution of complex, high-impact service issues, ensuring timely remediation and root cause elimination

Cross-Functional & Enterprise Influence • Partner with senior leaders across CBWS and enterprise functions (Risk, Compliance, Technology, Product) to align vendor strategy with broader business priorities • Influence operational direction across multiple business lines, shaping policies, procedures, and service delivery models • Represent vendor oversight in enterprise forums, committees, and transformation programs

Financial & Business Management • Lead financial planning and oversight for vendor operations, including budget design, forecasting, and cost optimization strategies • Drive efficiency, scalability, and return on investment across outsourced activities • Monitor and report on business performance, escalating risks and opportunities through executive-level communication

Talent & Organizational Leadership • Lead and develop a multi-layered organization, including managers and senior professionals, fostering a high-performance, accountable culture • Build organizational capability to support evolving vendor strategies and complex servicing environments • Establish clear performance expectations, provide ongoing coaching, and drive succession and leadership development

Scope & Impact (Grade 16 Differentiation) • Leads a large division or multiple major segments of operations with regional or enterprise-wide impact • Owns and directs long-range strategic initiatives impacting multiple lines of business • Shapes operational strategy and vendor ecosystems beyond immediate function • Decisions have significant impact on revenue, expense, service continuity, and client confidence   • Provides strategic input to enterprise-level transformation and production changes

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

Minimum Qualifications • Extensive experience in operations, vendor management, or contact center leadership within complex, multi-channel environments • Demonstrated success leading large-scale transformation, outsourcing, or vendor optimization initiatives • Deep knowledge of banking operations, regulatory requirements, and risk management practices • Proven ability to influence senior stakeholders and drive cross-functional alignment • Strong financial, analytical, and strategic planning capabilities • Experience leading large, multi-layered teams with enterprise impact

Preferred Qualifications • 8+ years of relevant leadership experience in large-scale operations or vendor management environments   • Experience in contact center transformation, CRM/platform integration, or digital servicing models • Advanced experience in enterprise change leadership and strategic execution

Leadership Profile This role requires an enterprise leader who: • Thinks and operates

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