Voice Platform Director

At U.S. Bank, we're on a journey to do our best. Helping the customers and businesses we serve to make better and smarter financial decisions and enabling the communities we support to grow and succeed. We believe it takes all of us to bring our shared ambition to life, and each person is unique in their potential. A career with U.S. Bank gives you a wide, ever-growing range of opportunities to discover what makes you thrive at every stage of your career. Try new things, learn new skills and discover what you excel at—all from Day One.

About the role

The Voice Platform Director leads the strategy, management, optimization, and ongoing evolution of the organization's Contact Center voice platforms and supporting technology ecosystem. This leader is accountable for ensuring that Contact Center platforms are aligned with customer, employee, operational, and enterprise priorities. The Director will lead a team of platform managers, product owners, analysts, and testing professionals responsible for platform strategy, roadmaps, delivery priorities, platform health, release readiness, and continuous improvement. The role works across Contact Center Operations, Revenue Lines of Business, Technology, Risk, Compliance, and third-party providers to simplify processes, improve servicing experiences, increase automation, and deliver measurable business value. Operating within an Agile product model, this leader will balance strategic transformation with the day-to-day management of high-visibility, complex platforms. The Director will also provide functional expertise and executive-level guidance to advance the organization's broader operations and Contact Center transformation strategy.

Responsibilities

Platform Strategy and Product Leadership

• 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 clear platform objectives, investment priorities, and multiyear roadmaps.
• Serve as the senior product and platform leader for large, complex platforms requiring ongoing functional enhancements, technology modernization, integrations, and platform 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 establish platform priorities and sequencing.
• Identify opportunities to increase platform adoption, introduce new capabilities, simplify servicing processes, and automate customer and employee experiences.
• Conduct relevant industry, technology, and company analysis to identify emerging capabilities and inform strategic decisions.

Contact Center Transformation

• Lead platform management across the Contact Center voice technology ecosystem, including the ongoing enhancement and modernization of AWS-based Contact Center capabilities.
• Provide functional leadership for Contact Center transformation initiatives spanning servicing, operations, product, technology, and engineering.
• Define achievable transformation roadmaps and operating models, including the implications of platform changes for day-to-day, cross-functional operations.
• Ensure that technology investments produce sustainable improvements in customer experience, employee experience, operational efficiency, resiliency, and scalability.
• Establish strong partnerships with Contact Center business units, transformation teams, and technology organizations to coordinate delivery and adoption.

Platform Performance and Operational Readiness

• 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 activities.
• Ensure platform changes, release notes, operational impacts, training needs, and support expectations are communicated clearly to affected stakeholders.
• Partner with technology and operations teams to support production readiness, issue management, and ongoing platform optimization.
• Promote disciplined lifecycle management across strategy, intake, prioritization, development, testing, implementation, adoption, and continuous improvement.

Executive and Cross-Functional Leadership

• Build trusted relationships with senior leaders and influence decisions across business, operations, product, technology, engineering, risk, and transformation organizations.
• Articulate platform strategy, investment requirements, delivery tradeoffs, risks, dependencies, and expected outcomes for executive and governance audiences.
• Align stakeholders around shared priorities 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.

People Leadership

• Lead, mentor, and develop a team of platform managers, product owners, analysts, and testing professionals.
• Set clear expectations, goals, decision rights, and performance objectives aligned with the broader Operations and Contact Center strategy.
• Build a high-performing, collaborative team capable of managing complex platforms and influencing across organizational boundaries.
• Recruit, develop, engage, and retain a diverse team with strong product, technology, operational, and leadership capabilities.
• Provide coaching, professional development, and timely performance feedback.
• Create an environment of accountability, transparency, innovation, and continuous improvement.

Risk and Governance

• Anticipate and mitigate platform, delivery, operational, vendor, regulatory, and implementation risks that could affect business outcomes or program commitments.
• Establish clear 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 consider regulatory compliance, operational controls, resiliency, and customer impact.

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 responsibility for 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.

Qualifications

• 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,