Customer Implementation Delivery Leader

At U.S. Bank were on a journey to do our best. Helping the customers and businesses we serve to make better and smarter financial decisions enabling the communities we support to grow and succeed in the right ways all more confidently and more oftenthats what we call the courage to thrive. 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. Try new things learn new skills and discover what you excel atall from Day One.

As a wholly owned subsidiary of U.S. Bank Elavon is committed to building the platforms and ecosystems that help over 1.5 million customers around the world to achieve their financial goalsno matter what they need. From transaction processing to customer service to driving innovation and launching new products were building a range of tailored payment solutions powered by the latest technology. As part of our team you can explore what motivates and energizes your career goals: partnering with our customers our communities and each other.

The Customer Implementation Delivery Leader is responsible for leading a team of Implementation Managers who oversee the onboarding implementation and go-live delivery experience for enterprise gateway integrated and strategic partner-acquired customers. This role is accountable for ensuring customers are successfully transitioned from contract execution through implementation operational readiness go-live and handoff to ongoing support.

The leader serves as a strategic partner to Sales Relationship Management Operations Product Technology and Support teams to ensure implementation commitments are met customer expectations are managed and onboarding processes continue to evolve to support business growth. This role balances people leadership customer experience operational excellence and process improvement while driving consistent execution across the customer implementation lifecycle.

Key Responsibilities

Leadership & Team Development

- Lead coach and develop a team of Implementation Managers responsible for customer onboarding and implementation activities.

- Establish performance expectations development plans and accountability measures that drive execution excellence and customer satisfaction.

- Foster a culture focused on customer experience operational discipline collaboration and continuous improvement.

- Support workforce planning capacity management and prioritization across implementation portfolios.

- Build a high-performing team through ongoing coaching feedback recognition and employee development.

Customer Implementation Delivery

- Oversee implementation delivery for enterprise gateway integrated and strategic partner-acquired customer onboarding programs.

- Ensure implementation milestones deliverables customer commitments and go-live timelines are consistently achieved.

- Provide leadership support for complex implementations escalations and high-impact customer onboarding initiatives.

- Monitor implementation performance and customer outcomes to identify risks trends and opportunities for improvement.

- Ensure customers are effectively transitioned from sales engagement through onboarding implementation go-live and ongoing support.

Strategic Partner Channel Support

- Ensure a consistent onboarding and implementation experience for customers originating from direct sales strategic partner and integrated distribution channels.

- Partner with Sales Relationship Management and partner-facing teams to support successful onboarding of customers introduced through strategic partner relationships.

- Identify opportunities to streamline onboarding processes for partner-acquired customers while maintaining delivery quality and customer experience.

Cross-Functional Partnership

- Partner closely with Sales Relationship Managers Product Technology Operations Support and Fulfillment teams to ensure implementation readiness and successful customer onboarding.

- Facilitate effective communication and alignment across internal stakeholders and external customer contacts.

- Remove obstacles resolve escalations and drive accountability across implementation activities.

- Support strategic initiatives that impact customer onboarding implementation activation and servicing experiences.

Operational Excellence

- Establish and maintain implementation standards procedures playbooks and best practices.

- Drive operational efficiency through process improvement standardization automation and continuous improvement initiatives.

- Utilize performance metrics and customer feedback to improve implementation effectiveness and customer outcomes.

- Ensure adherence to operational controls corporate policies and regulatory requirements.

Program & Transformation Support

- Support business growth through scalable onboarding and implementation processes.

- Partner with leaders across Customer Activation & Training (CAT) Operations Enablement Product Technology and Relationship Management to improve customer onboarding experiences and reduce implementation friction.

- Contribute to organizational initiatives that enhance onboarding implementation delivery customer experience and operational readiness.

Basic Qualifications
- Bachelors degree or equivalent work experience
- Typically five or more years of relevant experience

Preferred Skills/Experience

- Typically five or more years of relevant experience in implementation management customer onboarding project management customer operations client services or related disciplines

- Previous leadership experience with responsibility for coaching developing and managing employees

- Experience leading implementation onboarding client delivery customer success or operational teams

- Strong knowledge of implementation lifecycle management project delivery and operational readiness processes

- Experience managing enterprise gateway integrated or partner-channel customer onboarding programs

- Proven ability to lead cross-functional initiatives involving Sales Product Technology Operations Relationship Management and Support teams

- Strong organizational analytical problem-solving and risk management skills

- Experience utilizing CRM implementation management workflow or project management platforms

- Excellent communication presentation stakeholder management and relationship-building skills

- Experience driving process improvement operational excellence or transformation initiatives

- Payments financial services technology SaaS or customer implementation experience preferred

Location expectations
- This role requires working from a U.S. Bank location three (3) or more days per week.

If theres anything we can do to accommodate a disability during any portion of the application or hiring process please refer to ourdisability 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. Thats 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 theE-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.