Voice Platform Director

U.S. Bank•Gresham, OR

9d•$149,515 - $175,900•Hybrid

About The Position

The Voice Platform Director leads the strategy, management, optimization, and ongoing evolution of U.S. Bank’s Contact Center voice platforms and supporting technology ecosystem. The role ensures platforms align with customer, employee, operational, and enterprise priorities while leading a team of platform managers, product owners, analysts, and testing professionals responsible for strategy, roadmaps, delivery priorities, platform health, release readiness, and continuous improvement. Working across Contact Center Operations, business lines, Technology, Risk, Compliance, and third-party providers, the Director simplifies processes, improves servicing experiences, increases automation, and delivers measurable business value. Within an Agile product model, the Director balances strategic transformation with day-to-day management of complex, high-visibility platforms and provides functional expertise and executive guidance for broader operations and Contact Center transformation. The role requires working from a U.S. Bank location three or more days per week.

Requirements

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 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, including specific experience with 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.

Nice To Haves

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.

Responsibilities

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 platform objectives, investment priorities, and multiyear roadmaps.
Lead large, complex platforms through ongoing functional enhancements, technology modernization, integrations, and platform conversions.
Maintain an integrated strategic backlog reflecting 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 capabilities, simplify servicing, and automate customer and employee experiences.
Conduct industry, technology, and company analysis to identify emerging capabilities and inform strategic decisions.
Lead management of the Contact Center voice technology ecosystem, including enhancement and modernization of AWS-based Contact Center capabilities.
Provide functional leadership for Contact Center transformation across servicing, operations, product, technology, and engineering.
Define achievable transformation roadmaps and operating models, including the operational implications of platform changes.
Ensure technology investments produce sustainable improvements in customer and employee experience, operational efficiency, resiliency, and scalability.
Build partnerships with Contact Center business units, transformation teams, and technology organizations to coordinate delivery and adoption.
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.
Communicate platform changes, release notes, operational impacts, training needs, and support expectations to affected stakeholders.
Partner with technology and operations teams on production readiness, issue management, and ongoing optimization.
Promote disciplined lifecycle management spanning strategy, intake, prioritization, development, testing, implementation, adoption, and continuous improvement.
Build relationships with senior leaders and influence decisions across business, operations, product, technology, engineering, risk, and transformation organizations.
Present platform strategy, investment requirements, delivery tradeoffs, risks, dependencies, and expected outcomes to executive and governance audiences.
Align stakeholders 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.
Lead, mentor, and develop platform managers, product owners, analysts, and testing professionals.
Set expectations, goals, decision rights, and performance objectives aligned with Operations and Contact Center strategy.
Build a collaborative, high-performing team and recruit, develop, engage, and retain a diverse workforce.
Provide coaching, professional development, and timely performance feedback, and foster accountability, transparency, innovation, and continuous improvement.
Anticipate and mitigate platform, delivery, operational, vendor, regulatory, and implementation risks.
Establish 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 consider regulatory compliance, operational controls, resiliency, and customer impact.

Benefits

Healthcare coverage, including medical, dental, and 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 hours worked, up to 80 hours per calendar year unless otherwise provided by law
Incentive and recognition programs
Equity stock purchase
Pension