Director, Customer Operations (Hybrid)

Overview

Director, Customer Operations (Hybrid)

Capital One, a Fortune 500 company and one of the nation’s top 10 banks, offers a broad spectrum of financial products and services to consumers, small businesses and commercial clients. Our mission is to create one of the nation’s great banks, and we have the necessary ingredients: a strong balance sheet, resilient businesses, a massive customer franchise, strong analytical capabilities, and great people. We nurture a work environment where people with a variety of thoughts, ideas and backgrounds, guided by our shared Values, come together to make Capital One a great company – and a great place to work.

As the Director of Customer Operations, you will play a crucial role in leading and managing our operations team delivering across a global network. Your responsibilities will revolve around overseeing operational performance at scale, driving efficiencies across the network, helping to shape the future design and functions for our agent network, and providing exceptional people leadership to ensure high performing and efficient operations . This position requires a strategic mindset, excellent communication skills, and a proven track record of delivering results in a complex and dynamic environment.

Join our team as the Director of Customer Operations and take on a pivotal role in shaping our most crucial Customer Experience, ensuring operational excellence, and driving success at scale. If you have the required expertise and are passionate about leading high performing teams to achieve outstanding results, we invite you to apply and be part of our exciting journey. 

What will you be responsible for:

• Lead and develop a large team of work at home production agents and people leaders across multiple geographies

• Foster a collaborative and inclusive work environment that encourages creativity, innovation, and professional growth

• Helping set the priorities for strategic programs initiatives while partnering with project and product teams to develop timelines and secure resources

• Creating, establishing, and managing communications across teams to ensure optimal engagement of associates and leaders

• Engaging with internal stakeholders to provide strategic and tactical thought partnership to effectively drive results

• Creation and delivery of presentations to our Senior Leadership Team (SLT). Guiding and influencing senior management discussions and decisions

• Work closely with Workforce Operations teams to identify opportunities for optimization and cost efficiency across  operations 

Location: This role is hybrid, where you will be expected to spend 3 days per week working in office (Richmond, VA or McLean, VA) and the remainder of the week working virtually.

Basic Qualifications:

• High School Diploma, GED or Equivalent Certification

• At least 1 year of experience in Operations 

• At least 5 years of Project Management experience 

• At least 5 years of experience directing process transformations or projects 

• At least 5 years of experience in People Management

• At least 5 years of experience delivering transformational initiatives

Preferred Qualifications:

• Bachelor’s Degree

• At least 5 years of experience in Operations

• At least 5 years of experience working in or supporting an Operations or Call Center environment

• At least 6 years of experience in People Management

• At least 6 years of Operational management experience

• PMP, Lean, Agile or Six Sigma certification

At this time, Capital One will not sponsor a new applicant for employment authorization for this position.

The minimum and maximum full-time annual salaries for this role are listed below, by location. Please note that this salary information is solely for candidates hired to perform work within one of these locations, and refers to the amount Capital One is willing to pay at the time of this posting. Salaries for part-time roles will be prorated based upon the agreed upon number of hours to be regularly worked.

McLean, VA: $184,800 - $210,900 for Director, Operations

Richmond, VA: $168,000 - $191,700 for Director, Operations

Candidates hired to work in other locations will be subject to the pay range associated with that location, and the actual annualized salary amount offered to any candidate at the time of hire will be reflected solely in the candidate’s offer letter.

This role is also eligible to earn performance based incentive compensation, which may include cash bonus(es) and/or long term incentives (LTI). Incentives could be discretionary or non discretionary depending on the plan.

Capital One offers a comprehensive, competitive, and inclusive set of health, financial and other benefits that support your total well-being. Learn more at theCapital One Careers website. Eligibility varies based on full or part-time status, exempt or non-exempt status, and management level.

This role is expected to accept applications for a minimum of 5 business days.

No agencies please. Capital One is an equal opportunity employer committed to diversity and inclusion in the workplace. All qualified applicants will receive consideration for employment without regard to sex (including pregnancy, childbirth or related medical conditions), race, color, age, national origin, religion, disability, genetic information, marital status, sexual orientation, gender identity, gender reassignment, citizenship, immigration status, protected veteran status, or any other basis prohibited under applicable federal, state or local law. Capital One promotes a drug-free workplace. Capital One will consider for employment qualified applicants with a criminal history in a manner consistent with the requirements of applicable laws regarding criminal background inquiries, including, to the extent applicable, Article 23-A of the New York Correction Law; San Francisco, California Police Code Article 49, Sections 4901-4920; New York City’s Fair Chance Act; Philadelphia’s Fair Criminal Records Screening Act; and other applicable federal, state, and local laws and regulations regarding criminal background inquiries.

If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation, please contact Capital One Recruiting at 1-800-304-9102 or via email at RecruitingAccommodation@capitalone.com. All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations.

For technical support or questions about Capital One's recruiting process, please send an email to Careers@capitalone.com

Capital One does not provide, endorse nor guarantee and is not liable for third-party products, services, educational tools or other information available through this site.

Capital One Financial is made up of several different entities. Please note that any position posted in Canada is for Capital One Canada, any position posted in the United Kingdom is for Capital One Europe and any position posted in the Philippines is for Capital One Philippines Service Corp. (COPSSC).