Chief Administrative Officer - CBWS
About the role
The Consumer, Business and Wealth Servicing (CBWS) contact center at U.S. Bank is a consolidated client service organization designed to provide multi-channel, inbound and outbound servicing across consumer, small business, partner card, and wealth clients. CBWS is evolving its contact center model to deliver a more integrated, relationship-focused servicing experience. As part of this evolution, the organization is consolidating multiple operations into five distinct focus areas designed to provide specialized, high-touch support for complex and high-value client interactions. To support this evolution, CBWS is hiring multiple senior leaders simultaneously to establish a cohesive leadership framework capable of delivering consistent, best-in-class client outcomes.
Responsibilities
Executive Operating Leadership:
- Lead the executive operating cadence (weekly/monthly/quarterly), including agendas, decisions, action tracking, and escalation paths to keep work moving
- Drive decision clarity and closure by structuring trade-offs, aligning stakeholders, and ensuring documented follow-through
- Represent the CAO in key forums, ensuring intent is clearly communicated and commitments are defined and owned
- Synthesize complex inputs into clear, executive-ready updates: progress, risks, decisions needed, and recommended actions
Business Operations & Execution Enablement:
- Lead and streamline core operating processes (planning cycles, performance routines, process improvements) that enable execution
- Cook up coordination across finance, HR, technology, and risk/compliance to ensure alignment and manage dependencies
- Support resource planning and operational readiness, including capacity considerations, critical path tracking, and partner coordination
- Embed governance and execution standards into operating rhythms, artifacts, and decision processes
Strategy Narrative & Executive Communications:
- Own the enterprise narrative, ensuring a clear strategic storyline and consistent messaging across leadership, employees, and partners
- Develop high-impact executive communications (e.g., board materials, leadership updates, town halls)
- Create compelling presentations that translate strategy and performance into clear, insight-driven messaging
- Distill complex data (KPIs, financials, transformation progress) into actionable and understandable insights
Stakeholder Alignment & Enterprise Coordination:
- Align cross-functional leaders around shared priorities, ownership, and sequencing—especially where priorities compete
- Manage high-visibility and sensitive issues with sound judgment and discretion
- Establish “single-threaded” clarity across initiatives—one plan, one set of priorities, and one view of progress
- Act as the connector between leadership and execution teams, ensuring alignment, transparency, and realistic commitments
Execution Capability & Continuous Improvement:
- Build repeatable tools and standards (playbooks, templates, governance, metrics) to improve execution consistency
- Provide portfolio visibility and prioritization support, ensuring initiatives align to strategy and account for risk and dependencies
- Define and track performance metrics, using feedback loops to continuously improve execution
- Strengthen organizational capability to execute with greater speed, consistency, and scale over time
Qualifications
- Bachelor’s degree, or equivalent work experience
- 10 or more years of relevant work experience in strategy execution, business operations, program leadership, or related roles
Preferred Skills & Strengths
- Strong strategic and operational acumen
- Exceptional communication and executive storytelling
- Advanced synthesis and decision support
- Pioneering program and project leadership at scale
- Change leadership and ability to drive adoption
- High judgment, executive presence, and influence across stakeholders
- Bias for action with strong follow-through