Contact Center Manager (3rd shift) - Milwaukee,...

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 Operations Manager is responsible for leading a fully staffed, always‑on (24x7x365) Partner Integration Technical Support Call Center. This role ensures seamless technical issue intake, triage, communication, and resolution for high‑visibility partners requiring continuous support. The manager oversees daily operations, workforce planning, service delivery, and cross‑functional collaboration with Technology, Client Services, and Partner Integration teams to meet contractual SLAs and maintain exceptional partner satisfaction.

Basic Qualifications
- Bachelor's degree, or equivalent work experience
- Eight to ten years of operations-related experience

Preferred Skills/Experience

- Previous contact center management or coaching experience

- Experience with AWS, NICE, or Nexidia Analytics

- Experience with Service NOW

- Payments experience

- Tech savvy
- Advanced knowledge of operation functions, systems, policies and procedures for the assigned area
- In-depth understanding and practical application of applicable laws and regulations
- Excellent organizational, managerial and project management skills

- Self-starter
- Well-developed customer relations skills
- Excellent interpersonal, verbal and written communication skills
- Ability to manage multiple tasks/projects and deadlines simultaneously
- Thorough knowledge of banking operations and human resources

Location Expectations

This role is posted as remote; however, candidates who are located near any one of our locations would be required to work on site at least three days per week.

Exception: 3rd shift within this contact center will be allowed to work remotely.

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.

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.

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.

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.

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.

Posting may be closed earlier due to high volume of applicants.