Senior Contact Center Platform Manager

Job Description

This function is accountable to drive operational platform management across products and their related ecosystems in Elavon and MPS (Merchant Payment Services). Responsible for driving operational platform management across enterprise contact center voice engagement systems, including AWS and multi-channel capabilities (voice, SMS). Operates within an agile framework to deliver innovation, scalability, efficiency, and compliance. Key responsibilities include :

Own and manage enterprise contact center voice engagement platforms, including AWS and multi-channel (voice, SMS) capabilities.

Represent NPS globally, ensuring technology aligns with business needs and strategic direction for North America and EU.

Oversee present workload, build and execute roadmaps, and drive future strategy for platform evolution, including AI and virtual agent technologies.

Lead and coordinate three contractor teams, ensuring efficient delivery and collaboration across business, technology, data analytics, and agile management.

Act as liaison between vendors, technology teams, and business lines, influencing vendor roadmaps and integrating new capabilities.

The role offers a hybrid / flexible schedule, which means there's an in-office expectation of 3 or more days per week and the flexibility to work outside the office location for the other days.

Basic Qualifications : Bachelor's degree, or equivalent work experience - Typically eight or more years of related experience.

Preferred Skills / Experience : Strong contact center experience (mandatory), product management or program management background, technical expertise in voice engagement, and exposure to AI / Agentic AI. Strong communication, high organization, ability to drive plans and teams, agile mindset, and experience with hybrid work models. Well-developed ability to collaboratively develop and evolve a product backlog. Well-developed ability to develop and articulate a product vision that supports outcomes, value and prioritization of work. Considerable understanding and demonstrated abilities in support of the Lean / Agile mindset. Demonstrated leadership and interpersonal skills including ability to collaborate with and empower teams. Well-developed verbal and written communication skills. Proficient computer navigation skills. Standard industry certifications such as SAFe, CSPO, or PSPO are preferred.

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

U.S. Bank is an equal opportunity employer. We consider all qualified applicants without regard to race, religion, color, sex, national origin, age, sexual orientation, gender identity, disability or veteran status, and other factors protected under applicable law.

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.

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