Customer Implementation Delivery Leader

• Lead, coach, and develop a team of Implementation Managers responsible for customer onboarding and implementation activities
• Establish performance expectations, development plans, and accountability measures
• Oversee implementation delivery for enterprise, gateway, integrated, and strategic partner-acquired customer onboarding programs
• Ensure implementation milestones, deliverables, customer commitments, and go-live timelines are achieved
• Provide leadership support for complex implementations, escalations, and high-impact customer onboarding initiatives
• Monitor implementation performance and customer outcomes to identify risks, trends, and improvement opportunities
• Ensure effective transition from sales engagement through onboarding, implementation, go-live, and ongoing support
• Partner with Sales, Relationship Management, Product, Technology, Operations, Support, and Fulfillment teams
• Facilitate communication and alignment across internal stakeholders and external customer contacts
• Remove obstacles, resolve escalations, and drive accountability across implementation activities
• Establish and maintain implementation standards, procedures, playbooks, and best practices
• Drive efficiency through process improvement, standardization, automation, and continuous improvement initiatives
• Utilize performance metrics and customer feedback to improve implementation effectiveness and customer outcomes
• Ensure adherence to operational controls, corporate policies, and regulatory requirements
• Support scalable onboarding and implementation processes and organizational transformation initiatives

• Bachelor’s degree, or equivalent work experience
• Typically five or more years of relevant experience
• Five or more years of relevant experience in implementation management, customer onboarding, project management, customer operations, client services, or related disciplines
• Previous leadership experience coaching, developing, and managing employees
• Experience leading implementation, onboarding, client delivery, customer success, or operational teams
• Strong knowledge of implementation lifecycle management, project delivery, and operational readiness processes
• Experience managing enterprise, gateway, integrated, or partner-channel customer onboarding programs
• Ability to lead cross-functional initiatives involving Sales, Product, Technology, Operations, Relationship Management, and Support teams
• Strong organizational, analytical, problem-solving, and risk management skills
• Experience using CRM, implementation management, workflow, or project management platforms
• Excellent communication, presentation, stakeholder management, and relationship-building skills
• Experience driving process improvement, operational excellence, or transformation initiatives
• Payments, financial services, technology, SaaS, or customer implementation experience preferred
• Ability to work from a U.S. Bank location three or more days per week
• Ability to comply with U.S. Bank policies, procedures, and Code of Ethics and Business Conduct
• Applicants must satisfy applicable employment eligibility verification and background-check requirements

Demonstrates expertise in leading implementation management and customer onboarding processes, ensuring operational excellence and adherence to performance metrics. Proven ability to drive cross-functional collaboration and process improvement initiatives within the financial services and technology sectors.

• Implementation Management
• Customer Onboarding
• Project Management
• Leadership Experience
• Process Improvement

• Implementation Lifecycle Management
• Project Delivery
• Operational Readiness
• Risk Management
• Performance Metrics Analysis

• Communication Skills
• Analytical Skills
• Problem-Solving Skills
• Relationship-Building Skills
• Stakeholder Management

• Payments
• Financial Services
• SaaS
• Customer Implementation
• Operational Excellence

• CRM Platforms
• Implementation Management Software
• Workflow Management Tools
• Project Management Platforms