Job DescriptionAbout Consumer, Business, and Wealth Servicing Contact Center TransformationThe 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.
Role Summary The Chief Administrative Officer (CAO) serves as the central execution leader for the CBWS organization, translating strategy into coordinated, enterprise-wide delivery. This role drives the operating rhythm, integrates work across leaders, and ensures all transformation initiatives progress with clarity, accountability, and speed.
The CAO acts as the enterprise integrator-aligning priorities, removing roadblocks, and ensuring leadership focus remains on the highest-impact decisions and outcomes.
Key Responsibilities1. 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
The CAO serves as the integrator between strategy and execution-ensuring leadership time is focused on the highest-value decisions and that the organization executes with discipline.
2. Business Operations & Execution Enablement- Lead and streamline core operating processes (planning cycles, performance routines, process improvements) that enable execution
- Coordinate 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
The CAO increases leadership effectiveness by building the operational infrastructure-simple, scalable systems that enable consistent execution and decision-making.
3. 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
The CAO owns "story and substance"-translating strategy into clear, compelling communication that aligns stakeholders and drives action.
4. 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
The CAO reduces enterprise friction by aligning stakeholders and ensuring strategic intent is consistently understood and executed.
5. 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
The CAO builds the organization's execution capability-making delivery more efficient, predictable, and scalable over time.
ImpactThis role is accountable for how strategy is executed across CBWS. It drives alignment, improves decision quality, and ensures initiatives move forward in a coordinated and outcome-driven manner-enabling consistent, enterprise-scale results.
Basic 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
- Proven 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
Location ExpectationsThis role requires working from a U.S. Bank location three (3) or more days per week.
Benefits: 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.
The salary range reflects figures based on the primary location, which is listed first. The actual range for the role may differ based on the location of the role. In addition to salary, U.S. Bank offers a comprehensive benefits package, including incentive and recognition programs, equity stock purchase 401(k) contribution and pension (all benefits are subject to eligibility requirements). Pay Range: $149,515.00 - $175,900.00
Posting may be closed earlier due to high volume of applicants. 
