Platform Manager

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

In this role, the Contact Center Orchestration Platform Manager will be called upon to engage with and lead cross-functional teams of business line process owners, technology solutions experts and outside vendors toward creation of high-quality orchestration strategy deliverables, assessing the relative strengths and weaknesses and identification of opportunities for improvement. The Contact Center Orchestration Platform Manager will research key markets, industry sectors, market trends, and competitors which influence U.S. Bank and its related technologies and leverage insights to influence and prioritize the contact center orchestration platform roadmap.

Responsibilities:

• Develop and lead the implementation of orchestration platform strategic initiatives designed to improve customer/employee experience, operational efficiency and competitive advantage.
• Identify and structure key issues and plan research and analysis activities that generate insight to drive the contact center orchestration platform strategy and performance improvement
• Establish the scope of the engagement, prepare a proposal, and carry out research, analysis and assessment of growth scenarios and options.
• Perform appropriate industry and company analyses to achieve strategic insight.
• Help impacted teams compare their current capabilities with market opportunities while highlighting the risk and identifying the changes required for success
• Working in a collaborative cross-functional team and other business and technology groups, providing overall direction and oversight in the creation of strategy work products
• Build and manage relationships with key leaders, influencing decisions in line with business unit and enterprise strategy
• Help develop innovative, fact-based and achievable customer engagement orchestration roadmaps and operating models to enable business strategies
• Develop strategic insights and help identify value creation and transformation opportunities
• For each strategy, help articulate the change program with an understanding of the implications the new strategy will have on the day-to-day, cross-functional operations of a business

Basic Qualifications:

• Bachelor's degree, or equivalent work experience
• In addition to the Bachelor’s degree Candidates(or related experience), an additional 6 years of related experience

Preferred Skills/Experience:

• Well-developed ability to collaboratively develop and evolve a product backlog
• Well-developed ability to develop and articulate a product vision that supports outcomes, value and prioritization of work
• Advanced understanding and demonstrated abilities in support of the Lean/Agile mindset
• Demonstrated leadership and interpersonal skills including ability to collaborate with and empower teams
• Well-developed verbal and written communication skills
• Proficient computer navigation skills
• Standard industry certifications such as SAFe, CSPO, or PSPO are preferred

Location: The role offers a hybrid/flexible schedule, which means there's an in-office expectation of 3 or more days per week and the flexibility to work outside the office location for the other days.

#OpsTE

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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 (some may vary based on role, location or hours):

• 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

EEO is the Law

U.S. Bank is an equal opportunity employer committed to creating a diverse workforce. We consider all qualified applicants without regard to race, religion, color, sex, national origin, age, sexual orientation, gender identity, disability or veteran status, among other factors.

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.

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: $116,280.00 - $136,800.00 - $150,480.00

Job postings typically remain open for approximately 20 days of the posting date listed above, however the job posting may be closed earlier should it be determined the position is no longer required due to business need. Job postings in areas with a high volume of applicants, such as customer service, contact center, and Financial Crimes investigations, remain open for approximately 5 days of the posting listed date.