U.S. Bank Senior Engineering Manager in CHICAGO, Illinois

Are you passionate about supporting customer journeys within a digital landscape, and helping customers succeed and innovate via the use of APIs?

Are you motivated by providing customers world class support for API developer portals and APIs, meet SLAs and lead a team providing tier 2 support that leads to successful customer interactions and customer satisfaction?

We at U.S. Bank are seeking a Senior Engineering Manager with experience leading successful Tier 2 application support teams. You will have an opportunity to lead a team providing Tier 2 support for public, partner and private banking APIs designed to foster innovation and new business opportunities. Your strong analytical and problem solving skills will be crucial to our success to keep our customers happy and engaged.

About the Team

The U.S. Bank Enterprise API team contributes significantly to enabling our customer-focused experience. We are the first bank to use mobile to open accounts and we are using our data intelligence to bring a next-generation, holistic experience to customers across U.S. Bank.

The top challenges for the team are delivering APIs for our rapidly evolving product, balancing development velocity with API consistency, and improving the architecture to handle the scale of 2.5 million daily customers conducting transactions through mobile, online and other digital channels. A Tier 2 API Support team is a key part of this strategy to help resolve customer issues with the API developer portal and banking APIs that enable customers that consume our APIs happy and engaged. Read our growth strategy at https://www.usbank.com/en/annual_report/investment/one-us-bank.html.

Responsibilities :

o Manage and provide leadership and direction to the Tier 2 API support staff.

o Work with cross functional engineering and business teams to resolve complex issues in our core APIs and API developer portal.

o Ensure that the team provides exceptional customer service in resolving customer issues and manage incidents and problems.

o Engage with engineering teams and provide customer feedback on APIs and Dev portal and help address issues that improve the API user experience.

o Gather metrics on incidents, root cause analysis, cycle time and API resiliency for reporting purposes and the impact on customer SLAs.

o Demonstrate ability to handle multiple, competing priorities while achieving project goals.

o Provide 24x7 support for all critical APIs that are core to the success of our customers.

o Working collaboratively, able to communicate effectively and commitment to be part of a successful team.


Basic Qualifications

o Bachelor's degree or equivalent work experience

o 8 years of experience managing an application support team.

o 5 years of experience in software or application implementation.

o A strong focus on customer experience and excellence.

o Share best practices, knowledge and learning with team to enhance the quality and efficiency of customer support.

o Excellent collaboration and problem-solving skills.

o Excellent verbal and written presentation and communication skills.

Preferred Qualifications

o Experience with data integration concepts, APIs, modern application development methodologies and technologies

o Ability to work as a leader who can provide direction and keep the support team focused amid multiple customer commitments.

o Ability to work as a leader who can provide direction and keep the support team focused amid multiple customer commitments.

o Able to provide coaching and training to the Tier 2 support team members.

o Experience developing processes to help triage issues along with business partners.

o Share best practices, knowledge and learning with team and the global support community to enhance the quality and efficiency of customer support

o Is self-driven, actively looks for ways to contribute, and knows how to get things done.

Job: Customer Service / Call Center

Primary Location: IL-IL-Chicago

Shift: 1st - Daytime

Average Hours Per Week: 40

Requisition ID: 180019170

U.S. Bank is an Equal Opportunity Employer committed to creating a diverse workforce.

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.