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U.S. Bank

Operations Leader – Solutions, PAs

U.S. Bank

Operations Leader defining multi-channel servicing strategy and digital transformation for U.S. Bank.

Posted 7/13/2026full-timeSaint Paul • Minnesota, North Carolina, Tennessee, Wisconsin • 🇺🇸 United StatesSenior💰 $133,365 - $156,900 per yearWebsite

Core Competencies

Role fit
Core Competencies

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Demonstrates expertise in leading servicing strategies and operational models within business banking and contact center environments, with a strong focus on client experience, performance metrics, and compliance adherence. Proven ability to drive transformation initiatives and integrate digital solutions to enhance service delivery.

Highest-signal resume keywords
Leadership ExperienceBusiness Banking KnowledgeOperational Metrics ManagementRisk and Compliance KnowledgePerformance Improvement

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills
Service Design StandardsKPI Definition and ManagementAI-Enabled Servicing ModelsCase Ownership and ResolutionDigital Channel Optimization
Soft Skills
Effective CommunicationInfluencing Across FunctionsTeam LeadershipStakeholder Engagement
Industry Keywords
Business BankingContact Center OperationsRegulatory ComplianceClient ExperienceOperational Efficiency

About the role

Key responsibilities & impact
  • 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.
  • 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).
  • 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.
  • 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.

Requirements

What you’ll need
  • 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 operations with accountability for performance, people leadership, and execution of change.
  • Proven ability to influence across functions and communicate effectively with senior leaders, partners, and key stakeholders.

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