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.

Job Description 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.

Key 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,…