Job DescriptionThe Consumer, Business and Wealth Servicing (CBWS) contact center is a consolidated, enterprise-wide client servicing organization delivering multi-channel support across consumer, small business, partner card, and wealth segments.
CBWS is undergoing a significant transformation to deliver a differentiated, relationship-focused client experience. This includes transitioning from product-aligned servicing to a specialized model structured around five high-impact focus areas, enabling deeper expertise, improved client outcomes, and scalable service delivery.
To enable this transformation, CBWS is establishing an enterprise leadership structure with senior leaders accountable for driving strategic execution, operational excellence, and sustained performance across complex, multi-channel environments.
Role Summary The
Operations Manager - Service to Sales is responsible for leading operations that integrate customer servicing and sales execution, driving both
exceptional client experiences and revenue outcomes.
This role provides both
strategic and day-to-day leadership across multi-channel servicing environments, ensuring the seamless execution of service-to-sales strategies. The incumbent leads teams, optimizes processes, and partners across product, servicing, and sales organizations to drive client engagement, retention, and revenue growth.
Aligned to the CBWS transformation, this role enables the shift from traditional service delivery to
relationship-based interactions that identify and fulfill client needs through relevant solutions and sales opportunities.
Key ResponsibilitiesService to Sales Strategy & Execution- Lead the execution of service-to-sales strategy across contact center and operational teams
- Translate client interactions into relevant sales opportunities, 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
Operational Leadership & Service Delivery- Lead day-to-day operations across service and sales-enabled teams
- Ensure consistent delivery of service levels, quality outcomes, and sales performance
- Manage workload, staffing, and operational execution to meet performance targets
- Maintain operational effectiveness during periods of change and transformation
Client Experience & Revenue Outcomes- Deliver relationship-driven client experiences that build trust and deepen engagement
- Drive customer satisfaction while increasing product adoption, retention, and revenue growth
- Ensure strong ownership of client interactions, including issue resolution and service recovery
- Balance sales performance with client-centric outcomes and regulatory expectations
Performance Management & Continuous Improvement- Monitor and analyze performance across service, sales, quality, productivity, and risk metrics
- Identify trends and implement improvements to increase both service effectiveness and sales conversion
- Drive continuous improvement in call flows, scripting, and sales enablement tools
- Provide insights and performance reporting to senior leadership
Risk, Compliance & Controls- Ensure adherence to all regulatory, risk, and compliance requirements, 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
Financial & Resource Management- 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
Talent & Leadership- Lead and develop a multi-layer organization across service and sales-enabled roles
- Build a culture of accountability, coaching, and performance excellence
- Drive capability development in sales skills, client engagement, and advisory conversations
- Establish strong performance management routines tied to both service and sales outcomes
Cross-Functional Partnership- Partner with product, marketing, servicing, and sales teams to deliver integrated client experiences
- Support implementation of service-to-sales programs, campaigns, and platform enhancements
- Collaborate across the enterprise to align on priorities, messaging, and execution
Scope & Impact- Leads a function or segment of service-to-sales operations with regional or enterprise impact
- Contributes to revenue growth strategy and servicing model transformation
- Decisions impact client experience, revenue performance, operational efficiency, and risk outcomes
- May lead large-scale initiatives related to sales enablement, servicing transformation, or client engagement
QualificationsRequired- Experience in contact center operations, sales, or servicing environments
- Demonstrated leadership experience managing teams with service and/or sales accountability
- Strong understanding of customer engagement, sales processes, and service delivery models
- Experience managing performance metrics across sales, service, and operational KPIs
- Knowledge of regulatory and compliance requirements related to sales practices
Preferred- Bachelor's degree or equivalent experience
- Experience in financial services, banking, or card/servicing environments
- Exposure to sales enablement programs, CRM platforms, or digital servicing channels
- Experience driving service-to-sales transformation initiatives
Leadership Profile- Operates as a business leader, accountable for both experience and revenue outcomes
- Balances client experience, sales performance, and risk discipline
- Demonstrates enterprise thinking and cross-functional influence
- Leads effectively through change, performance pressure, and transformation
Location expectations This 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: $133,365.00 - $156,900.00
