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 Head of Contact Center Production Enablement is responsible for the overall operational performance for U.S. Bank’s Client Service Centers (CSC). This division of Operations supports multi-channel client servicing across all business lines and products for individual clients and small businesses. We also provide support to branch operations. The Leader in this highly visible and influential role will lead workforce management and other similar enablement functions that support all the operations contact centers at U.S. Bank. Additionally, they will develop group-wide business plans, make policies and ensure compliance, handle personnel matters, and evaluate and improve operational methods and strategies to improve efficiency and transform the space, effectiveness, productivity, and/or controls. The leader in this role will also ensure and manage sufficient technological resources and act as liaison to other internal and external partners. **Primary Responsibilities:** + Oversees quality assurance, quality control and workforce management strategy for our Contact Service Centers (CSC), including back-office support + Develops team vision and strategic objectives + Ensures applicable regulations and compliance expectations are met + Drives financial performance/optimize business efficiency + Leads business line transformation and process improvements + Retains and develops top talent + Works across the CSC leadership team to drive cross-team strategic initiatives + Focuses on and enhances the customer experience + Identifies and engages with key stakeholders within the business/build strong working relationships/consolidate workforce operations + Serves as a subject matter expert on projects related to the CSC **Skills and Preferred Qualifications:** + Bachelor's Degree, Advanced Degree preferred + **1** 0+ years of relevant experience + 5+ years of management experience + Significant experience with workforce management, preferably in a call/contact center environment + Well-developed leadership abilities and strategic management skills + Experience in Banking and/or Financial Services Industry preferred + Experience influencing cross-functional teams and partners + Experience leading change and large-scale transformations in a contact center + Experience developing and implementing process improvements + Strong analytical, decision-making and problem-solving skills If there’s anything we can do to accommodate a disability during any portion of the application or hiring process, please refer to our disability accommodations for applicants (https://careers.usbank.com/global/en/disability-accommodations-for-applicants) . **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 (some may vary based on role, location or hours): + 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 **EEO is the Law** U.S. Bank is an equal opportunity employer committed to creating a diverse workforce. We consider all qualified applicants without regard to race, religion, color, sex, national origin, age, sexual orientation, gender identity, disability or veteran status, among other factors. Applicants can learn more about the company’s status as an equal opportunity employer by viewing the federal **KNOW YOUR RIGHTS (https://eeoc.gov/sites/default/files/2023-06/22-088\_EEOC\_KnowYourRights6.12ScreenRdr.pdf)** EEO poster. **E-Verify** U.S. Bank participates in the U.S. Department of Homeland Security E-Verify program in all facilities located in the United States and certain U.S. territories. The E-Verify program is an Internet-based employment eligibility verification system operated by the U.S. Citizenship and Immigration Services. Learn more about the E-Verify program (https://careers.usbank.com/verification-of-eligibility-for-employment) . 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: $165,325.00 - $194,500.00 - $213,950.00 U.S. Bank will consider qualified applicants with arrest or conviction records for employment. U.S. Bank conducts background checks consistent with applicable local laws, including the Los Angeles County Fair Chance Ordinance and the California Fair Chance Act as well as the San Francisco Fair Chance Ordinance. U.S. Bank is subject to, and conducts background checks consistent with the requirements of Section 19 of the Federal Deposit Insurance Act (FDIA). In addition, certain positions may also be subject to the requirements of FINRA, NMLS registration, Reg Z, Reg G, OFAC, the NFA, the FCPA, the Bank Secrecy Act, the SAFE Act, and/or federal guidelines applicable to an agreement, such as those related to ethics, safety, or operational procedures. Applicants must be able to comply with U.S. Bank policies and procedures including the Code of Ethics and Business Conduct and related workplace conduct and safety policies. Job postings typically remain open for approximately 20 days of the posting date listed above, however the job posting may be closed earlier should it be determined the position is no longer required due to business need. Job postings in areas with a high volume of applicants, such as customer service, contact center, and Financial Crimes investigations, remain open for approximately 5 days of the posting listed date.