U.S. Bank · 1 hour ago
Product Operations
Chicago, IL
Full-time
Onsite
Senior Level, Lead/Staff
$170K/yr - $200K/yr
10+ years expU.S. Bank is on a journey to help customers and businesses make better financial decisions. They are seeking a Product Operations Lead to build and scale the operating model for their Spend Management platform, enhancing customer experience and operational excellence.
BankingFinancial ServicesInsuranceMortgageWealth Management
Responsibilities
Build and lead the Product Operations function; define the operating model, and communication cadences across front‑line, product, design, engineering, marketing, operations, and partner teams
Define and govern key operational objectives and metrics that run the business (Key Performance Indicators, Service Level Agreements/Operational Level Agreements); instrument live dashboards and run recurring operational reviews to drive accountability and continuous improvement
Establish and optimize the end‑to‑end issue lifecycle (intake → triage → swarming → resolution → root cause & prevention) to uphold critical Service Level Agreements and reduce time‑to‑resolve
Own release readiness & change management for major launches; create playbooks, cutover plans; ensure teams, processes, and channels are prepared
Design scalable processes, Standard Operating Procedures, and knowledge practices that improve customer experience and internal efficiency across channels and regions
Lead cross‑functional programs that increase reliability, quality, and adoption at scale—including capacity planning and operational enablement for new markets
Partner with Risk/Compliance/Legal & Customer Support to ensure regulatory adherence, audit readiness, and clear incident/communications protocols
Partner closely with call centers to ensure seamless handling of customer issues, consistent messaging, and readiness for new product features and releases
Provide executive‑level visibility into operational health; recommend and sequence investments that maximize customer outcomes and cost to serve
Recruit, develop, and coach a high‑performing Product Operations team; establish career paths and succession planning
Qualification
Required
Product Management experience
10+ years in product operations, support/operations excellence, or large‑scale platform operations, including 3+ years leading managers or multi‑disciplinary teams
Proven record building operating models, Service Level Agreements/Operating Level Agreements, and Key Performance Indicators frameworks for high‑scale products; hands‑on with incident/major event management and post‑mortems
Demonstrated success driving cross‑functional programs end‑to‑end in complex, regulated or enterprise environments
Exceptional communication and stakeholder management; ability to influence and align executives and partner leaders
Fluency with operational tooling & analytics (e.g., ServiceNow/Jira or equivalent; dashboarding/BI)
Preferred
Expertise on the critical interdependencies among product model system elements that help and hinder performance; ability to plan and design solutions that synchronize resources to achieve business results using business metrics, key performance indicators, design systems, service blueprints, and reusability
Ability to anticipate shifting market priorities, internal and external customer needs in a manner that consistently adds value
Strong customer centricity to implement strategies and techniques used to ensure that customers have a positive experience with the organization's products and services at every touch point
Knowledge of technical aspects of software products; ability to design, configure and integrate technical aspects of software products
Knowledge of Agile ways of working, knowledge of processes, tools and techniques for assessing and controlling an organization's exposure to risks of various kinds; ability to apply knowledge of risk management appropriately to diverse situations
Preferred skills: product PnL, product strategy, vision and planning, product discovery, product development, channel alignment and management, adoption, customer experience research, insight and execution, agile ways of working, go to market and sales channels, performance measurement and optimization, marketing and analytics, customer centricity
Financial services, card/fintech platform experience; familiarity with risk, compliance, and regulatory expectations
Experience scaling operations and/or through major enterprise expansions
Formal training/certifications in SRE/incident management, change management or similar
Vendor/partner governance and contract/SLA management experience
Benefits
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
Company
U.S. Bank
At U.S.
10001+ employees
H1B Sponsorship
U.S. Bank has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2023 (20)
Funding
Current Stage
Public CompanyTotal Funding
$991MKey Investors
U.S. Department of the TreasuryMitsubishi UFJ Financial Group
2023-09-29Post Ipo Debt· $55M
2023-08-03Post Ipo Debt· $936M
1978-01-13IPO
Leadership Team
John C Stern
CFO
Shruti Patel
Executive Vice President & GM, CPO- Business Banking segment
Recent News
2026-01-22
2026-01-20
2026-01-20
Company data provided by crunchbase