Platform Manager - Tempe, United States - U.S. Bank National Association

U.S. Bank National Association

Verified Company

Tempe, United States

2 weeks ago

Posted by:

Mark Lane

beBee recruiter

Description

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.

In this role, the Contact Center Orchestration Platform Manager will be called upon to engage with and lead cross-functional teams of business line process owners, technology solutions experts and outside vendors toward creation of high-quality orchestration strategy deliverables, assessing the relative strengths and weaknesses and identification of opportunities for improvement.

The Contact Center Orchestration Platform Manager will research key markets, industry sectors, market trends, and competitors which influence U.S. Bank and its related technologies and leverage insights to influence and prioritize the contact center orchestration platform roadmap.

Responsibilities:

Develop and lead the implementation of orchestration platform strategic initiatives designed to improve customer/employee experience, operational efficiency and competitive advantage.
Identify and structure key issues and plan research and analysis activities that generate insight to drive the contact center orchestration platform strategy and performance improvement
Establish the scope of the engagement, prepare a proposal, and carry out research, analysis and assessment of growth scenarios and options.
Perform appropriate industry and company analyses to achieve strategic insight.
Help impacted teams compare their current capabilities with market opportunities while highlighting the risk and identifying the changes required for success
Working in a collaborative crossfunctional team and other business and technology groups, providing overall direction and oversight in the creation of strategy work products
Build and manage relationships with key leaders, influencing decisions in line with business unit and enterprise strategy
Help develop innovative, factbased and achievable customer engagement orchestration roadmaps and operating models to enable business strategies
Develop strategic insights and help identify value creation and transformation opportunities
For each strategy, help articulate the change program with an understanding of the implications the new strategy will have on the daytoday, crossfunctional operations of a business

Basic Qualifications:

Bachelor's degree, or equivalent work experience

Preferred Skills/Experience:

Welldeveloped ability to collaboratively develop and evolve a product backlog
Welldeveloped ability to develop and articulate a product vision that supports outcomes, value and prioritization of work
Advanced understanding and demonstrated abilities in support of the Lean/Agile mindset
Demonstrated leadership and interpersonal skills including ability to collaborate with and empower teams
Welldeveloped verbal and written communication skills
Proficient computer navigation skills
Standard industry certifications such as SAFe, CSPO, or PSPO are preferred

Location:

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.

#OpsTE

#USBOps

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
Shortterm and longterm disability
Pregnancy disability and parental leave
401(k) and employerfunded 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.

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 prog