Program Manager - PCS Phone Channel

U.S. Bank • Horsham, PA

2d • Onsite

About The Position

Develops and leads the phone channel strategy in support of customer-centric, multi-channel marketing programs to drive customer growth, retention, and engagement. The Phone Channel Program Manager brings proven call center experience, including direct customer interaction, call listening, agent partnership, trend forecasting, response curve analysis, and executive-level reporting. This role is responsible for end-to-end vendor management, including call scripting, agent training materials, call volume forecasting, and SLA performance management. The role also has indirect accountability for call center staffing, service levels, and operational efficiency, partnering closely with vendor teams to ensure staffing plans meet demand while staying within budget constraints.

Requirements

• Bachelor's degree, or equivalent work experience
• Six or more years of related experience in marketing and marketing strategy with proven ability to deliver results

Nice To Haves

• Strong vendor management experience
• Telemarketing and/or call center experience
• Financial services experience, with credit card experience considered a strong plus
• Comfortable operating in a regulated environment with compliance oversight
• Thorough knowledge of assigned geographical area, competitive market, banking operations, and U.S. Bancorp's products and services
• Strong organizational, interpersonal and collaboration skills
• Effective verbal, written and presentation skills
• Agility in thinking and delivery, along with proven ability to take direction in support of company goals
• Strong decision-making and problem-solving skills

Responsibilities

• Develops and leads the phone channel strategy in support of customer-centric, multi-channel marketing programs to drive customer growth, retention, and engagement.
• Responsible for end-to-end vendor management, including call scripting, agent training materials, call volume forecasting, and SLA performance management.
• Indirect accountability for call center staffing, service levels, and operational efficiency, partnering closely with vendor teams to ensure staffing plans meet demand while staying within budget constraints.

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: Mid Level