Product Operations

U.S. Bank National Association•New York, NY

About The Position

U.S. Bank is seeking a Product Operations Lead to build and scale the operating model for its Spend Management (SM) platform. The SM platform empowers small and medium-sized businesses with real-time visibility, proactive controls, and seamless integrations, enabling them to capture receipts, set spend controls, manage cards, sync with accounting software, and generate robust reporting. This role is crucial for driving product visioning, planning, and development, focusing on customer needs and delivering a human + digital product strategy. The Product Operations Lead will establish processes, communication cadences, define and govern Service Level Agreements/Operational Level Agreements, streamline issue intake-triage-resolution, and orchestrate readiness for major releases to ensure a superior customer experience and measurable business impact. This position involves leading and growing a Product Operations team and preparing the organization to support a large and expanding customer base.

Requirements

Product Management experience
10+ years in product operations, support/operations excellence, or large-scale platform operations, including 3+ years leading managers or multi-disciplinary teams.
Proven record building operating models, Service Level Agreements/Operating Level Agreements, and Key Performance Indicators frameworks for high-scale products; hands-on with incident/major event management and post-mortems.
Demonstrated success driving cross-functional programs end-to-end in complex, regulated or enterprise environments.
Exceptional communication and stakeholder management; ability to influence and align executives and partner leaders.
Fluency with operational tooling & analytics (e.g., ServiceNow/Jira or equivalent; dashboarding/BI).

Nice To Haves

Expertise on the critical interdependencies among product model system elements that help and hinder performance; ability to plan and design solutions that synchronize resources to achieve business results using business metrics, key performance indicators, design systems, service blueprints, and reusability.
Ability to anticipate shifting market priorities, internal and external customer needs in a manner that consistently adds value.
Strong customer centricity to implement strategies and techniques used to ensure that customers have a positive experience with the organization's products and services at every touch point.
Knowledge of technical aspects of software products; ability to design, configure and integrate technical aspects of software products.
Knowledge of Agile ways of working, knowledge of processes, tools and techniques for assessing and controlling an organization's exposure to risks of various kinds; ability to apply knowledge of risk management appropriately to diverse situations.
Product PnL, product strategy, vision and planning, product discovery, product development, channel alignment and management, adoption, customer experience research, insight and execution, agile ways of working, go to market and sales channels, performance measurement and optimization, marketing and analytics, customer centricity.
Financial services, card/fintech platform experience; familiarity with risk, compliance, and regulatory expectations.
Experience scaling operations and/or through major enterprise expansions.
Formal training/certifications in SRE/incident management, change management or similar.
Vendor/partner governance and contract/SLA management experience.

Responsibilities

Identify, analyze and interpret business data using various kinds of techniques to meet business needs and requirements.
Activate the connective tissue between U.S. Bank, customer experience, digital, technology, and business line strategy to identify and prioritize product / portfolio opportunities, and establish the product vision, charter and roadmap.
Defines product outcomes and Objectives and Key Results (OKRs) to prioritize Features/Epics and breaks down work into actionable steps to facilitate product discovery, design, development and delivery.
Manages the end-to-end product lifecycle and drives the product roadmap leveraging OKRs (Objectives and Key Results).
Creates the product in conjunction with agile, experience design, technology and risk partners to achieve business and customer outcomes.
In the case of technical products, understands and cares for the technical features, debt reduction and modernization of the technical product with expertise in the technology required of the product.
Build and lead the Product Operations function; define the operating model, and communication cadences across front-line, product, design, engineering, marketing, operations, and partner teams.
Define and govern key operational objectives and metrics that run the business (Key Performance Indicators, Service Level Agreements/Operational Level Agreements); instrument live dashboards and run recurring operational reviews to drive accountability and continuous improvement.
Establish and optimize the end-to-end issue lifecycle (intake riage swarming resolution root cause & prevention) to uphold critical Service Level Agreements and reduce time-to-resolve.
Own release readiness & change management for major launches; create playbooks, cutover plans; ensure teams, processes, and channels are prepared.
Design scalable processes, Standard Operating Procedures, and knowledge practices that improve customer experience and internal efficiency across channels and regions.
Lead cross-functional programs that increase reliability, quality, and adoption at scale—including capacity planning and operational enablement for new markets.
Partner with Risk/Compliance/Legal & Customer Support to ensure regulatory adherence, audit readiness, and clear incident/communications protocols.
Partner closely with call centers to ensure seamless handling of customer issues, consistent messaging, and readiness for new product features and releases.
Provide executive-level visibility into operational health; recommend and sequence investments that maximize customer outcomes and cost to serve.
Recruit, develop, and coach a high-performing Product Operations team; establish career paths and succession planning.

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
Incentive and recognition programs
Equity stock purchase
Pension