Voice Platform Director

U.S. Bank•Saint Paul, MN

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 that platforms support customer, employee, operational, and enterprise priorities, while balancing strategic transformation with day-to-day management of high-visibility, complex platforms. The Director leads 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, Revenue Lines of Business, Technology, Risk, Compliance, and third-party providers, the role simplifies processes, improves servicing experiences, increases automation, and delivers measurable business value. The Director operates within an Agile product model and provides functional expertise and executive-level guidance to advance broader Operations and Contact Center transformation. This role requires working from a U.S. Bank location three or more days per week. The listed pay range is $149,515 to $175,900. U.S. Bank also offers a comprehensive benefits package, subject to eligibility requirements.

Requirements

Bachelor’s degree or an equivalent combination of education and relevant professional experience.
At least 10 years of experience in product management or a closely related discipline.
At least 10 years of Contact Center, customer service, or related operations experience.
At least 4 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, with specific experience in 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.
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.
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 organizational and technology change, including platform adoption and operational readiness.
Ability to connect platform investments to customer and employee experience, risk reduction, operational efficiency, resiliency, and business value.

Responsibilities

Develop and maintain a long-term strategy for Contact Center voice platform evolution, modernization, and adoption.
Translate customer, agent, operational, and business needs into platform objectives, investment priorities, and multiyear roadmaps.
Lead product and platform management for large, complex platforms, including functional enhancements, modernization, integrations, and conversions.
Maintain an integrated strategic backlog that reflects business value, platform health, risk, regulatory requirements, technical dependencies, and implementation readiness.
Partner with business, operations, architecture, and technology leaders to set platform priorities and sequencing.
Identify opportunities to increase 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 and modernization of the Contact Center voice technology ecosystem, including AWS-based Contact Center capabilities.
Provide functional leadership for Contact Center transformation initiatives involving servicing, operations, product, technology, and engineering.
Define transformation roadmaps and operating models, including the effects of platform changes on cross-functional operations.
Ensure technology investments create 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 for 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 changes.
Oversee user acceptance testing, regression testing, implementation validation, and release-readiness activities.
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 platform optimization.
Promote lifecycle management across strategy, intake, prioritization, development, testing, implementation, adoption, and continuous improvement.
Build trusted 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 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 high-performing, collaborative team and recruit, develop, engage, and retain a diverse workforce.
Provide coaching, professional development, and timely performance feedback while fostering 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 appropriately address 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 insurance
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