Service to Sales Operations Leader

U.S. Bank • Saint Paul, MN

1d • Hybrid

About The Position

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
The Operations Manager – Service to Sales is responsible for leading operations that integrate customer servicing and sales execution, driving both exceptional client experiences and revenue outcomes. This role provides both strategic and day-to-day leadership across multi-channel servicing environments, ensuring the seamless execution of service-to-sales strategies. The incumbent leads teams, optimizes processes, and partners across product, servicing, and sales organizations to drive client engagement, retention, and revenue growth. Aligned to the CBWS transformation, this role enables the shift from traditional service delivery to relationship-based interactions that identify and fulfill client needs through relevant solutions and sales opportunities.

Requirements

• Experience in contact center operations, sales, or servicing environments
• Demonstrated leadership experience managing teams with service and/or sales accountability
• Strong understanding of customer engagement, sales processes, and service delivery models
• Experience managing performance metrics across sales, service, and operational KPIs
• Knowledge of regulatory and compliance requirements related to sales practices

Nice To Haves

• Bachelor’s degree or equivalent experience
• Experience in financial services, banking, or card/servicing environments
• Exposure to sales enablement programs, CRM platforms, or digital servicing channels
• Experience driving service-to-sales transformation initiatives

Responsibilities

• Lead the execution of service-to-sales strategy across contact center and operational teams
• Translate client interactions into relevant sales opportunities, balancing service excellence with revenue generation
• Drive consistent adoption of sales behaviors and servicing standards across teams
• Ensure alignment between servicing, product, and sales priorities
• Lead day-to-day operations across service and sales-enabled teams
• Ensure consistent delivery of service levels, quality outcomes, and sales performance
• Manage workload, staffing, and operational execution to meet performance targets
• Maintain operational effectiveness during periods of change and transformation
• Deliver relationship-driven client experiences that build trust and deepen engagement
• Drive customer satisfaction while increasing product adoption, retention, and revenue growth
• Ensure strong ownership of client interactions, including issue resolution and service recovery
• Balance sales performance with client-centric outcomes and regulatory expectations
• Monitor and analyze performance across service, sales, quality, productivity, and risk metrics
• Identify trends and implement improvements to increase both service effectiveness and sales conversion
• Drive continuous improvement in call flows, scripting, and sales enablement tools
• Provide insights and performance reporting to senior leadership
• Ensure adherence to all regulatory, risk, and compliance requirements, particularly in sales practices
• Maintain strong controls to ensure ethical, compliant service-to-sales execution
• Partner with Risk and Compliance to mitigate risks related to sales activity
• Manage budgets, forecasts, and capacity planning aligned to both service demand and sales goals
• Optimize cost-to-serve while maximizing revenue and client lifetime value
• Align workforce strategy to support evolving service and sales capabilities
• Lead and develop a multi-layer organization across service and sales-enabled roles
• Build a culture of accountability, coaching, and performance excellence
• Drive capability development in sales skills, client engagement, and advisory conversations
• Establish strong performance management routines tied to both service and sales outcomes
• Partner with product, marketing, servicing, and sales teams to deliver integrated client experiences
• Support implementation of service-to-sales programs, campaigns, and platform enhancements
• Collaborate across the enterprise to align on priorities, messaging, and execution

Benefits

• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: Associate degree