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!
Responsibilities :
  • Designs and directs the customer onboarding function with both internal and external constituencies
  • Manages relationships with new and existing partners and customers
  • Serves as client advocate while collaborating with internal, cross-functional teams (Risk, Legal, Production Support, 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 in a metric driven approach
  • Leads the cross functional team through any escalation related to customer onboarding and transition to support models
  • Serves as primary point of contact with customers to set up contracts and billing
  • Oversees the updates internally and externally related to major and minor releases of APIs and the API related toolsets. 
  • Provide on-going coaching and guidance to team members

Ideal Candidate is :

  • An engaging and hands-on leader with global perspective
  • Masterful at overcoming barriers
  • Collaborative, capable and decisive
  • An exceptionally strong communicator; able to adapt their style to suit the person or situation across all levels of an organization
  • Able to quickly adjust to changing priorities while maintaining attention to detail and the cost of time
  • Recognized for the ability to creatively resolve complex and technical problems
  • Comfortable with the rapid pace of change within the API technology landscape


Basic Qualifications
  • Bachelor’s degree
  • 7-10 years’ experience leading an operations team in a fast-paced, collaborative environment
  • Prior experience in customer onboarding
  • 5+ years leadership experience preferably in a customer service role or team
  • Demonstrated ability to manage multiple customers, projects, and work streams simultaneously and efficiently
  • Strong process design knowledge and experience
  • Solid understanding of common information security and technology policies, procedures and protocols within the financial services industry
    Preferred Qualifications
  • Knowledge of DevOps and Agile software development process, methodology and tools
  • Knowledge of Microservices and Modern Technology Platform capabilities
  • Experience implementing and operating with API monetization or software as a service business models



Primary Location



1st - Daytime

Average Hours Per Week