Senior Contact Center Leader - Service to Sales

• Lead the execution of

across contact center and operational teams

• Translate client interactions into

, balancing service excellence with revenue generation

• Drive consistent adoption of sales behaviors and servicing standards across teams
• Ensure alignment between servicing, product, and sales priorities

• Lead day-to-day operations across service and sales-enabled teams
• Ensure consistent delivery of

• Manage workload, staffing, and operational execution to meet performance targets
• Maintain operational effectiveness during periods of change and transformation

• Deliver

that build trust and deepen engagement

• Drive customer satisfaction while increasing

• Ensure strong ownership of client interactions, including issue resolution and service recovery
• Balance sales performance with client-centric outcomes and regulatory expectations

• Monitor and analyze performance across

• Identify trends and implement improvements to increase both service effectiveness and sales conversion
• Drive continuous improvement in

• Provide insights and performance reporting to senior leadership

• Ensure adherence to all

, particularly in sales practices

• Maintain strong controls to ensure ethical, compliant service-to-sales execution
• Partner with Risk and Compliance to mitigate risks related to sales activity

• Manage budgets, forecasts, and capacity planning aligned to both service demand and sales goals
• Optimize cost-to-serve while maximizing revenue and client lifetime value
• Align workforce strategy to support evolving service and sales capabilities

• Lead and develop a multi-layer organization across service and sales-enabled roles
• Build a culture of

• Drive capability development in

• Establish strong performance management routines tied to both service and sales outcomes

• Partner with product, marketing, servicing, and sales teams to deliver integrated client experiences
• Support implementation of

• Collaborate across the enterprise to align on priorities, messaging, and execution

• Leads a function or segment of service-to-sales operations with

• Contributes to

• Decisions impact

• May lead large-scale initiatives related to sales enablement, servicing transformation, or client engagement

• Bachelor's degree, or equivalent work experience
• Typically eight or more years of relevant experience

• Experience in

• Demonstrated leadership experience managing teams with

• Strong understanding of

• Experience managing performance metrics across sales, service, and operational KPIs
• Knowledge of regulatory and compliance requirements related to sales practices

• Bachelor's degree or equivalent experience
• Experience in

• Exposure to

• Experience driving

• Operates as a

, accountable for both experience and revenue outcomes

• Balances

• Demonstrates

• Leads effectively through

Our approach to benefits and total rewards considers our team members' whole selves and what may be needed to thrive in and outside work. That's why our benefits are designed to help you and your family boost your health, protect your financial security and give you peace of mind. Our benefits include the following:

• 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

Review our full benefits available by employment status here .

U.S. Bank is an equal opportunity employer. We consider all qualified applicants without regard to race, religion, color, sex, national origin, age, sexual orientation, gender identity, disability or veteran status, and other factors protected under applicable law.