Onboarding Operations Director


At U.S. Bank, we're passionate about helping customers and the communities where we live and work. The fifth-largest bank in the United States, we’re one of the country's most respected, innovative and successful financial institutions. 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.



Join a brand new organization at U.S. Bank as an Onboarding Operations Director for an enterprise API channel. This team will pave the way for new approaches to innovation, product management, agile development and organizational design.

This team is responsible for managing the API technology platform, developer portals and API strategic design and development of external API delivery solutions. In order to execute this function, the team interfaces with product managers, business teams, and other Technology & Operations (TOS) groups to design, develop, and implement APIs, support and enhance the platform and developer portals.

The Onboarding Operations Director reports directly to the API Channel Lead and will provide leadership in the development and execution of our customer onboarding strategies.

We are looking for a highly driven, fearless leader who can motivate a team to meet tight deadlines and creatively problem solve as we pave a new path for the company!

Designs and directs the customer onboarding function
Manages relationships with new and existing partners and customers
Serves as client advocate while collaborating with internal, cross-functional teams (Risk, Legal, Production Support, Business Development, etc…) to ensure adherence to policies, procedures and quality standards
Develops and implements plans that ensure a successful customer launch and on-going customer satisfaction
Acts as the first point of escalation for issues that arise throughout installation and during the handoff checkpoints, from contract closure to installation acceptance
Serves as primary point of contact with vendors to set up contracts and billing
Oversees the communicates of implementation and release details; schedules and outages
Provide on-going coaching and guidance to team members

Ideal Candidate Is:
An engaging and hands-on leader with global perspective
Someone who thrives on responsibility; not necessarily power
Masterful at overcoming barriers
Collaborative, capable and decisive
Someone who exudes both strength and flexibility
An exceptionally strong communicator; able to adapt their style to suit the person or situation
Inquisitive; fearless; challenges assumptions
Enterprising; adept at navigating ambiguity
Unflappable; able to quickly adjust to changing priorities while maintaining attention to detail and meeting deadlines
Recognized for the ability to creatively resolve complex and technical problems
Comfortable with technology





Basic Qualifications
Bachelor’s degree
7-10 years’ experience leading an operations team in a fast-paced, collaborative environment
Prior experience in new customer onboarding
5+ years’ experience of leadership experience in customer service
Demonstrated ability to manage multiple customers, projects, and work streams simultaneously and efficiently
Previous experience in the financial services industry; preferably with a large institution
Strong process design knowledge and experience
Solid understanding of common information security and technology policies, procedures and protocols
Experience with identity and access management
Excellent project management skills
Strong technical aptitude with proficiency in relevant systems and tools; ability to get up-to-speed quickly with multiple systems
Solid understanding of the risk legal and compliance processes which align w/ the customer lifecycle
Experience utilizing CRMs and database solutions

Preferred Qualifications
Knowledge of Agile software development process, methodology and tools
Knowledge of API technology
Six Sigma Black Belt Certification
Strong knowledge of U.S. Bank products and services
Advanced knowledge of project management methodologies/ certification
Experience with Salesforce and/or Dynamics




Primary Location



1st - Daytime

Average Hours Per Week