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.
Job Description
The Position:
We're seeking a leader with a passion for coaching and developing a team of skilled front-line leaders, driving engagement through effective communication, and providing exceptional customer service to our people and customers. Your day-to-day responsibilities also include supporting contact center front-line leaders to ensure they have the appropriate knowledge and resources to fully serve the bankers on their teams. Must be skilled at providing coaching, accountability, and focusing on maintaining a culture that is supportive and allows each person to deliver their best work. In addition to your own team, you will also indirectly manage other leaders in the physical and virtual site locations by partnering with Site Directors to provide leadership, communication, and carrying out department goals, vision, and strategy.
As an Operations Manager you are responsible to support and grow your team of people leaders and bankers.
Key Responsibilities include:
* Coaching, developing, and training a team of front-line leaders, contact center phone bankers, which includes the scheduling of regular feedback sessions, side-by-side performance observations, and frequent behavioral and performance reviews
* Engaging all employees to ensure the work produced meets product/service standards and exceeds customer expectations
* Collaborating with other departments, regions, vendors, agencies, etc. to resolve customer service issues. Following up with resolution of problems to ensure timely response and customer service
* May provide reports to keep senior management informed of operations activities; makes formal presentations to peers and conducts regular staff meetings
* Take ownership of driving key initiatives, process improvements and meeting department goals
* Ensure our one U.S. Bank and customer focuses remain forefront in our actions, processes, and department results
Why Should You Apply:
* You're passionate about leadership, customer experience and want to make a difference in people's lives
* Hands on training provided to set you up for success
* Being part of a collaborative team, providing ideas for process improvement and innovation excites you
* You'll have the opportunity to interact with customers and build loyalty
* Competitive wages and performance-based annual bonus opportunity
* Comprehensive benefits package
Basic Qualifications
* Bachelor's degree, or equivalent work experience
* Eight to ten years of operations-related experience
* Contact Center or Call Center Experience is a must
Preferred Skills/Experience
Leadership & Management Skills
* Ability to lead a team and collaborate with peers to achieve greater results within a contact center environment
* Passion for customer service and people
* Well-developed problem-solving and negotiation skills
* Ability to manage multiple tasks/projects and deadlines simultaneously
* Proven leadership and management skills with the ability to manage diverse skills, backgrounds and personalities in a customer service and virtual environment
* Broad understanding and practical application of applicable laws and regulations
* Excellent interpersonal, verbal, and written communication skills
Technical Skills
* Proficient computer navigation skills using a variety of software packages including Microsoft
* Office applications and the ability to coach others especially in a remote environment
* Ability to learn and identify an opportunity to use Digital products/services
* Advanced knowledge of operational functions, systems, policies and procedures of assigned area
* Ability to manage multiple tasks/projects and deadlines simultaneously
Hours are Monday - Friday 11:00 AM - 8:00 PM PST
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:
Take care of yourself and your family with U.S. Bank employee benefits. We know that healthy employees are happy employees, and we believe that work/life balance should be easy to achieve. That's why we share the cost of benefits and offer a variety of programs, resources and support you need to bring your full self to work and stay present and committed to the people who matter most - your family.
Learn all about U.S. Bank employee benefits, including tuition reimbursement, retirement plans and more, by visiting careers.usbank.com.
EEO is the Law
Applicants can learn more about the company's status as an equal opportunity employer by viewing the federal EEO is the Law poster.
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.
Due to legal requirements, U.S. Bank requires that the successful candidate hired for some positions be fully-vaccinated for COVID-19, absent being granted an accommodation due to a medical condition, pregnancy, or sincerely held religious belief or other legally required exemption. For these positions, as part of the conditional offer of employment, the successful candidate will be asked to provide proof of vaccination or approval for an accommodation or exemption upon hire.
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How to hire a customer service/operations manager
Customer service/operations manager hiring summary. Here are some key points about hiring customer service/operations managers in the United States:
- There are a total of 404,555 customer service/operations managers in the US, and there are currently 249,856 job openings in this field.
- The median cost to hire a customer service/operations manager is $1,633.
- Small businesses spend $1,105 per customer service/operations manager on training each year, while large companies spend $658.
- It takes between 36 and 42 days to fill the average role in the US.
- It takes approximately 12 weeks for a new employee to reach full productivity levels.
- HR departments typically allocate 15% of their budget towards recruitment efforts.
- Denver, CO, has the highest demand for customer service/operations managers, with 4 job openings.
How to hire a customer service/operations manager, step by step
To hire a customer service/operations manager, consider the skills and experience you are looking for in a candidate, allocate a budget for the position, and post and promote the job opening to reach potential candidates. Follow these steps to hire a customer service/operations manager:
Here's a step-by-step customer service/operations manager hiring guide:
- Step 1: Identify your hiring needs
- Step 2: Create an ideal candidate profile
- Step 3: Make a budget
- Step 4: Write a customer service/operations manager job description
- Step 5: Post your job
- Step 6: Interview candidates
- Step 7: Send a job offer and onboard your new customer service/operations manager
- Step 8: Go through the hiring process checklist
What does a customer service/operations manager do?
A customer service/operations manager is primarily in charge of spearheading and overseeing the efforts of a customer service team, ensuring efficiency and client satisfaction. Their responsibilities include setting goals and objectives, establishing guidelines and schedules, managing the employees, creating new programs for customers, and developing strategies to optimize customer service operations. They may also participate in reaching out to clients through calls and correspondence, resolving issues promptly and professionally. Furthermore, as a manager, it is essential to lead and encourage teams to reach goals, all while implementing the company's policies and regulations.
Post a customer service/operations manager job for free, promote it for a fee
Identify your hiring needs
Before you start hiring a customer service/operations manager, identify what type of worker you actually need. Certain positions might call for a full-time employee, while others can be done by a part-time worker or contractor.
Determine employee vs contractor statusIs the person you're thinking of hiring a US citizen or green card holder?A customer service/operations manager's background is also an important factor in determining whether they'll be a good fit for the position. For example, customer service/operations managers from different industries or fields will have radically different experiences and will bring different viewpoints to the role. You also need to consider the candidate's previous level of experience to make sure they'll be comfortable with the job's level of seniority.
This list presents customer service/operations manager salaries for various positions.
Type of Customer Service/Operations Manager Description Hourly rate Customer Service/Operations Manager Top executives devise strategies and policies to ensure that an organization meets its goals. They plan, direct, and coordinate operational activities of companies and organizations. $23-47 Manager, Center Operations The duties of a manager of center operations depend on one's industry of employment. Typically, their responsibilities revolve around overseeing business operations, setting targets, assessing the workforce's performance, and performing corrective measures on any issues or concerns... Show more $18-46 Operations Support Manager Operations Support Managers are employees who handle different support initiatives for the employees or operations-related departments. These support initiatives may come in people management and upskilling, IT infrastructure assistance, or process improvement, among others... Show more $22-63 Create an ideal candidate profile
Common skills:- Customer Satisfaction
- ISO
- Logistics
- Customer Service
- Payroll
- Process Improvement
- Direct Reports
- Performance Reviews
- Human Resources
- Customer Care
- Credit Card
- Customer Complaints
- KPIs
- Inventory Control
Responsibilities:- Coordinate and participate with the installation teams to help troubleshoot problems and resolve customer concerns while managing service and commissioning engineers.
- Develop and implement the department's call QA process and monitoring form.
- Develop and improve business practices for customer service, support, field operations and QA operations.
- Present information to upper management and key leaders in the organization via PowerPoint and teleconference services that are engaging and forward-thinking.
- Implement an ACD phone distribution and monitoring program.
- Create and implement new procedures and reporting tools that resolve EDI order errors.
Make a budget
Including a salary range in your customer service/operations manager job description is a great way to entice the best and brightest candidates. A customer service/operations manager salary can vary based on several factors:- Location. For example, customer service/operations managers' average salary in arkansas is 58% less than in new jersey.
- Seniority. Entry-level customer service/operations managers earn 51% less than senior-level customer service/operations managers.
- Certifications. A customer service/operations manager with a few certifications under their belt will likely demand a higher salary.
- Company. Working for a prestigious company or an exciting start-up can make a huge difference in a customer service/operations manager's salary.
Average customer service/operations manager salary
$69,350yearly
$33.34 hourly rateEntry-level customer service/operations manager salary$48,000 yearly salaryUpdated December 17, 2025Average customer service/operations manager salary by state
Rank State Avg. salary Hourly rate 1 New York $99,910 $48 2 Massachusetts $91,201 $44 3 Delaware $90,292 $43 4 Maryland $87,183 $42 5 Pennsylvania $81,526 $39 6 Virginia $79,216 $38 7 California $79,101 $38 8 Washington $79,093 $38 9 Ohio $74,462 $36 10 North Carolina $73,414 $35 11 Colorado $73,368 $35 12 Illinois $70,683 $34 13 Texas $68,693 $33 14 Nevada $67,008 $32 15 Idaho $58,918 $28 16 Tennessee $57,373 $28 17 Florida $56,287 $27 18 Utah $56,177 $27 Average customer service/operations manager salary by company
Rank Company Average salary Hourly rate Job openings 1 Xerox $79,439 $38.19 9 2 Innophos $70,015 $33.66 3 Chewy $68,361 $32.87 10 4 Accenture $68,116 $32.75 1,477 5 Room & Board $67,785 $32.59 2 6 Agilent Technologies $66,906 $32.17 1 7 P&G $64,993 $31.25 19 8 United $64,726 $31.12 12 9 Empire Today $62,075 $29.84 1 10 Tricorbraun WinePak $57,433 $27.61 2 11 The Jonus Group $56,751 $27.28 8 12 NNR Global Logistics $56,604 $27.21 13 Rotech Healthcare $56,254 $27.05 4 14 The Hertz Corporation $56,016 $26.93 104 15 Innovative Ag Services Llc $55,212 $26.54 3 16 energyby5 $54,636 $26.27 17 Kelly Services $50,438 $24.25 21 18 Randstad North America, Inc. $49,122 $23.62 7 19 GAT Airline Ground Support $45,650 $21.95 Writing a customer service/operations manager job description
A customer service/operations manager job description should include a summary of the role, required skills, and a list of responsibilities. It's also good to include a salary range and the first name of the hiring manager. To help get you started, here's an example of a customer service/operations manager job description:
Customer service/operations manager job description example
Post your job
To find the right customer service/operations manager for your business, consider trying out a few different recruiting strategies:
- Consider internal talent. One of the most important sources of talent for any company is its existing workforce.
- Ask for referrals. Reach out to friends, family members, and current employees and ask if they know or have worked with customer service/operations managers they would recommend.
- Recruit at local colleges. Attend job fairs at local colleges to recruit customer service/operations managers who meet your education requirements.
- Social media platforms. LinkedIn, Facebook and Twitter now have more than 3.5 billion users, and you can use social media to reach potential job candidates.
- Post your customer service/operations manager job on Zippia to find and recruit customer service/operations manager candidates who meet your exact specifications.
- Use field-specific websites.
- Post a job on free websites.
Interview candidates
During your first interview to recruit customer service/operations managers, engage with candidates to learn about their interest in the role and experience in the field. During the following interview, you'll be able to go into more detail about the company, the position, and the responsibilities.
It's also good to ask about candidates' unique skills and talents. You can move on to the technical interview if a candidate is good enough for the next step.
The right interview questions can help you assess a candidate's hard skills, behavioral intelligence, and soft skills.
Send a job offer and onboard your new customer service/operations manager
Once you've decided on a perfect customer service/operations manager candidate, it's time to write an offer letter. In addition to salary, it should include benefits and perks available to the employee. Qualified candidates may be considered for other positions, so make sure your offer is competitive. Candidates may wish to negotiate. Once you've settled on the details, formalize your agreement with a contract.
It's also good etiquette to follow up with applicants who don't get the job by sending them an email letting them know that the position has been filled.
To prepare for the new customer service/operations manager first day, you should share an onboarding schedule with them that covers their first period on the job. You should also quickly complete any necessary paperwork, such as employee action forms and onboarding documents like I-9, benefits enrollment, and federal and state tax forms. Finally, Human Resources must ensure a new employee file is created for internal record keeping.
Go through the hiring process checklist
- Determine employee type (full-time, part-time, contractor, etc.)
- Submit a job requisition form to the HR department
- Define job responsibilities and requirements
- Establish budget and timeline
- Determine hiring decision makers for the role
- Write job description
- Post job on job boards, company website, etc.
- Promote the job internally
- Process applications through applicant tracking system
- Review resumes and cover letters
- Shortlist candidates for screening
- Hold phone/virtual interview screening with first round of candidates
- Conduct in-person interviews with top candidates from first round
- Score candidates based on weighted criteria (e.g., experience, education, background, cultural fit, skill set, etc.)
- Conduct background checks on top candidates
- Check references of top candidates
- Consult with HR and hiring decision makers on job offer specifics
- Extend offer to top candidate(s)
- Receive formal job offer acceptance and signed employment contract
- Inform other candidates that the position has been filled
- Set and communicate onboarding schedule to new hire(s)
- Complete new hire paperwork (i9, benefits enrollment, tax forms, etc.)
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How much does it cost to hire a customer service/operations manager?
Before you start to hire customer service/operations managers, it pays to consider both the one-off costs like recruitment, job promotion, and onboarding, as well as the ongoing costs of an employee's salary and benefits. While most companies that hire customer service/operations managers pay close attention to the initial cost of hiring, ongoing costs are much more significant in the long run.
You can expect to pay around $69,350 per year for a customer service/operations manager, as this is the median yearly salary nationally. This can vary depending on what state or city you're hiring in. If you're hiring for contract work or on a per-project basis, hourly rates for customer service/operations managers in the US typically range between $23 and $47 an hour.
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Updated December 17, 2025