Voice Platform Director

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 Voice Platform Director leads the strategy, management, optimization, and ongoing evolution of the organization’s Contact Center voice platforms and supporting technology ecosystem. This leader is accountable for ensuring that Contact Center platforms are aligned with customer, employee, operational, and enterprise priorities.

The Director will lead a team of platform managers, product owners, analysts, and testing professionals responsible for platform strategy, roadmaps, delivery priorities, platform health, release readiness, and continuous improvement. The role works across Contact Center Operations, Revenue Lines of Business, Technology, Risk, Compliance, and third-party providers to simplify processes, improve servicing experiences, increase automation, and deliver measurable business value.

Operating within an Agile product model, this leader will balance strategic transformation with the day-to-day management of high-visibility, complex platforms. The Director will also provide functional expertise and executive-level guidance to advance the organization’s broader operations and Contact Center transformation strategy.

Key Responsibilities

Platform Strategy and Product Leadership

·    Develop and maintain a long-term strategy for the evolution, modernization, and adoption of Contact Center voice platforms.

·    Translate customer, agent, operational, and business needs into clear platform objectives, investment priorities, and multiyear roadmaps.

·    Serve as the senior product and platform leader for large, complex platforms requiring ongoing functional enhancements, technology modernization, integrations, and platform conversions.

·    Maintain an integrated strategic backlog that reflects business value, platform health, risk, regulatory requirements, technical dependencies, and implementation readiness.

·    Partner with business, operations, architecture, and technology leaders to establish platform priorities and sequencing.

·    Identify opportunities to increase platform adoption, introduce new capabilities, simplify servicing processes, and automate customer and employee experiences.

·    Conduct relevant industry, technology, and company analysis to identify emerging capabilities and inform strategic decisions.

Contact Center Transformation

·    Lead platform management across the Contact Center voice technology ecosystem, including the ongoing enhancement and modernization of AWS-based Contact Center capabilities.

·    Provide functional leadership for Contact Center transformation initiatives spanning servicing, operations, product, technology, and engineering.

·    Define achievable transformation roadmaps and operating models, including the implications of platform changes for day-to-day, cross-functional operations.

·    Ensure that technology investments produce sustainable improvements in customer experience, employee experience, operational efficiency, resiliency, and scalability.

·    Establish strong partnerships with Contact Center business units, transformation teams, and technology organizations to coordinate delivery and adoption.

Platform Performance and Operational Readiness

·    Establish metrics and management routines to monitor platform health, performance, availability, resiliency, adoption, and business outcomes.

·    Use platform data and operational insights to identify performance gaps, prioritize improvements, and evaluate the impact of platform changes.

·    Oversee user acceptance testing, regression testing, implementation validation, and release-readiness activities.

·    Ensure platform changes, release notes, operational impacts, training needs, and support expectations are communicated clearly to affected stakeholders.

·    Partner with technology and operations teams to support production readiness, issue management, and ongoing platform optimization.

·    Promote disciplined lifecycle management across strategy, intake, prioritization, development, testing, implementation, adoption, and continuous improvement.

Executive and Cross-Functional Leadership

·    Build trusted relationships with senior leaders and influence decisions across business, operations, product, technology, engineering, risk, and transformation organizations.

·    Articulate platform strategy, investment requirements, delivery tradeoffs, risks, dependencies, and expected outcomes for executive and governance audiences.

·    Align stakeholders around shared priorities when business needs, technology capacity, operational readiness, and strategic timelines compete.

·    Work with third-party providers to align product direction, engineering delivery, service performance, and platform outcomes.

·    Represent the Contact Center platform portfolio in strategic planning, prioritization, investment, and transformation discussions.

People Leadership

·    Lead, mentor, and develop a team of platform managers, product owners, analysts, and testing professionals.

·    Set clear expectations, goals, decision rights, and performance objectives aligned with the broader Operations and Contact Center strategy.

·    Build a high-performing, collaborative team capable of managing complex platforms and influencing across organizational boundaries.

·    Recruit, develop, engage, and retain a diverse team with strong product, technology, operational, and leadership capabilities.

·    Provide coaching, professional development, and timely performance feedback.

·    Create an environment of accountability, transparency, innovation, and continuous improvement.

Risk and Governance

·    Anticipate and mitigate platform, delivery, operational, vendor, regulatory, and implementation risks that could affect business outcomes or program commitments.

·    Establish clear governance for platform decisions, priorities, risks, dependencies, and escalations.

·    Promote proactive risk identification and resolution across platform management, program management, technology, and business partners.

·    Ensure platform strategies and releases appropriately consider regulatory compliance, operational controls, resiliency, and customer impact.

Basic Qualifications

·    Bachelor’s degree or equivalent combination of education and relevant professional experience.

·    Ten or more years of experience in product management or a closely related discipline.

·    Ten or more years of Contact Center, customer service, or related operations experience.

·    Four or more years of direct people-management experience, including responsibility for developing and leading professional teams.

·    Demonstrated experience managing large, complex, or business-critical platforms through the full product lifecycle.

·    Working knowledge of Contact Center technologies, with specific experience in Amazon or AWS-based Contact Center products.

·    Strong understanding of software-development practices, system architecture, platform integrations, and technology-delivery processes.

·    Experience developing platform strategies, multiyear roadmaps, prioritized backlogs, and implementation plans.

·    Experience working across business, operations, product, technology, and engineering organizations.

Preferred Skills and Experience

·    Strong executive-level written and verbal communication skills, including the ability to distill complex platform topics into clear decisions and recommendations.

·    Demonstrated ability to influence senior executives, decision-makers, and cross-functional partners without relying solely on direct authority.

·    Experience working with third-party providers across servicing, product, technology, and engineering.

·    Ability to use operational data, customer insights, and platform metrics to assess performance, identify improvement opportunities, and measure business outcomes.

·    Strong strategic problem-solving, negotiation, and conflict-resolution skills.

·    Technical proficiency sufficient to shape platform strategy, evaluate architectural considerations, and engage credibly with engineering and technology leaders.

·    Demonstrated ability to lead and align platform management across multiple operational utilities, products, or customer segments.

·    Experience balancing platform transformation, operational stability, regulatory expectations, and near-term business delivery.

·    Experience leading through organizational and technology change, including platform adoption and operational readiness.

·    Ability to connect platform investments to customer experience, employee experience, risk reduction, operational efficiency, resiliency, and business value.

Leadership Attributes

·    Enterprise perspective: Connects Contact Center platform decisions to broader customer, operations, and enterprise strategies.

·    Strategic and execution-oriented: Establishes a clear future-state direction while maintaining accountability for near-term delivery and platform performance.

·    Influential collaborator: Builds alignment across organizations with different priorities, constraints, and measures of success.

·    Customer and employee focused: Considers both customer outcomes and the experience of frontline Contact Center employees.

·    Data-driven: Uses measurable outcomes to inform decisions, evaluate platform performance, and adjust priorities.

·    Technically credible: Understands enough about architecture, integration, software delivery, and platform operations to effectively challenge and guide technical partners.

·    Talent developer: Builds strong teams, develops future leaders, and establishes clear accountability.

Location Requirements
This role requires working from a U.S. Bank location three (3) or more days per week.

If there’s anything we can do to accommodate a disability during any portion of the application or hiring process, please refer to our disability accommodations for applicants.

Benefits: 

Our approach to benefits and total rewards considers our team members’ whole selves and what may be needed to thrive in and outside work. That's why our benefits are designed to help you and your family boost your health, protect your financial security and give you peace of mind. Our benefits include the following:

• 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

Review our full benefits available by employment status here.

U.S. Bank is an equal opportunity employer. We consider all qualified applicants without regard to race, religion, color, sex, national origin, age, sexual orientation, gender identity, disability or veteran status, and other factors protected under applicable law.

E-Verify

U.S. Bank participates in the U.S. Department of Homeland Security E-Verify program in all facilities located in the United States and certain U.S. territories. The E-Verify program is an Internet-based employment eligibility verification system operated by the U.S. Citizenship and Immigration Services. Learn more about the E-Verify program.

The salary range reflects figures based on the primary location, which is listed first. The actual range for the role may differ based on the location of the role. In addition to salary, U.S. Bank offers a comprehensive benefits package, including incentive and recognition programs, equity stock purchase 401(k) contribution and pension (all benefits are subject to eligibility requirements). Pay Range: $149,515.00 - $175,900.00

U.S. Bank will consider qualified applicants with arrest or conviction records for employment. U.S. Bank conducts background checks consistent with applicable local laws, including the Los Angeles County Fair Chance Ordinance and the California Fair Chance Act as well as the San Francisco Fair Chance Ordinance. U.S. Bank is subject to, and conducts background checks consistent with the requirements of Section 19 of the Federal Deposit Insurance Act (FDIA). In addition, certain positions may also be subject to the requirements of FINRA, NMLS registration, Reg Z, Reg G, OFAC, the NFA, the FCPA, the Bank Secrecy Act, the SAFE Act, and/or federal guidelines applicable to an agreement, such as those related to ethics, safety, or operational procedures.

Applicants must be able to comply with U.S. Bank policies and procedures including the Code of Ethics and Business Conduct and related workplace conduct and safety policies.

Posting may be closed earlier due to high volume of applicants.