Program Manager – PCS Phone Channel

U.S. Bank

. Develops and leads the phone channel strategy in support of customer-centric, multi-channel marketing programs to drive customer growth, retention, and engagement.

Posted 5/5/2026full-timeHorsham • Minnesota, North Dakota, Pennsylvania • 🇺🇸 United StatesMid-LevelSenior💰 $105,400 - $124,000 per yearWebsite

About the role

Key responsibilities & impact

Develops and leads the phone channel strategy in support of customer-centric, multi-channel marketing programs to drive customer growth, retention, and engagement.
The Phone Channel Program Manager brings proven call center experience, including direct customer interaction, call listening, agent partnership, trend forecasting, response curve analysis, and executive-level reporting.
This role is responsible for end-to-end vendor management, including call scripting, agent training materials, call volume forecasting, and SLA performance management.
The role also has indirect accountability for call center staffing, service levels, and operational efficiency, partnering closely with vendor teams to ensure staffing plans meet demand while staying within budget constraints.

Requirements

What you’ll need

Bachelor's degree, or equivalent work experience
Six or more years of related experience in marketing and marketing strategy with proven ability to deliver results
Strong vendor management experience
Telemarketing and/or call center experience
Financial services experience, with credit card experience considered a strong plus
Comfortable operating in a regulated environment with compliance oversight
Thorough knowledge of assigned geographical area, competitive market, banking operations, and U.S. Bancorp's products and services
Strong organizational, interpersonal and collaboration skills
Effective verbal, written and presentation skills
Agility in thinking and delivery, along with proven ability to take direction in support of company goals
Strong decision-making and problem-solving skills

Benefits

Comp & perks

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

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

call center experiencecall scriptingagent training materialscall volume forecastingSLA performance managementtrend forecastingresponse curve analysisexecutive-level reportingmarketing strategyvendor management

Soft Skills

organizational skillsinterpersonal skillscollaboration skillsverbal communicationwritten communicationpresentation skillsagility in thinkingdecision-making skillsproblem-solving skills

Certifications

Bachelor's degree