Director, Supply Chain Operations Servicing Strategy - Horizontal Services (Hybrid)

Capital One - McLean, VA

Full-time - Senior

McLean, VA

Credit Intermediation and Related Activities

About the position

The U.S. Credit Card Supply Chain Solutions (SCS) Horizontal Servicing organization is focused on delivering efficiency and scale solutions across our Supply Chain footprint. As we transform the U.S. Credit Card Supply Chain operations, we are embarking on significant changes that will impact the business across our customer journeys, operations, data, and technology. The Operations Servicing Strategy Director will head SCS' Horizontal Servicing organization. You will lead large teams that work closely with other leaders within SCS and partners such as Product, Servicing Strategy, Tech, Risk, Finance, and Enterprise Supply Management to understand areas within our Supply Chain that are creating friction for our customers and are impeding our ability to provide efficient and accurate customer service. This leader will manage very talented and highly motivated process, project, data, operations servicing strategy, and risk leaders. Responsibilities of this role include leading large size teams to drive complex process documentation, improvement, and execution initiatives. You will design, develop, and manage process initiatives in a complex dynamic environment, revising needs to meet changing requirements. Partnering cross-functionally with Line of Businesses and stakeholders will be essential to provide strategic and tactical thought partnership to effectively drive results. Building relationships and collaborating with key stakeholders will ensure the delivery of commitments. You will serve as a subject matter expert on process documentation, improvement, and execution initiatives and procedure changes. On any given day, you will lead strategic direction by partnering closely with Line of Business leaders to ensure Supply Chain Solutions is represented in the ideation, design, and execution of their objectives through intent delivery and operational readiness, servicing strategy, and influencing their product roadmap through the delivery of insights and listening. You will design strategic programs and initiatives, partnering with project and product teams to integrate designs and develop processes that track progress, identify and address issues. Leading high-impact transformation initiatives and change management will contribute to the overall outcomes, definition, scoping, design, and delivery. You will influence by creating overarching roadmaps, in partnership with tech, product, and intent teams with a focus on human-centered design, ensuring the product design is built for agents and customers. Additionally, you will create and deliver presentations to senior management, guiding and influencing senior management discussions and decisions. You will also be responsible for operational excellence, managing the day-to-day operational aspects of the experience, participating in developing products, benefits definition, management of changes in the operational environment, and assigning and managing team accountabilities on an ongoing basis. Distilling big picture intent into tactical requirements and implementation plans and executing process efficiency will be key. You will intimately understand the heart of specific operations and represent the voice of that operation to multiple product teams and client stakeholder groups.

Responsibilities

• Leading large size teams to drive complex process documentation, improvement, and execution initiatives.
• Designing, developing, and managing process initiatives in a complex dynamic environment, revising needs to meet changing requirements.
• Partnering cross-functionally with Line of Businesses and stakeholders to provide strategic and tactical thought partnership to effectively drive results.
• Building relationships and collaborating with key stakeholders to ensure delivery of commitments.
• Serving as subject matter expert on process documentation, improvement, and execution initiatives and procedure changes.
• Creating, establishing, and managing communications across teams to ensure optimal engagement of associates and leaders.
• Consulting with business partners to understand complex problems and focus on bringing issues to resolution.
• Conducting independent research and analysis to solve ambiguous client problems.
• Working with transformation teams to develop recommendations to clients enabling them to make key business decisions.
• Providing operational excellence and managing day-to-day operational aspects of the experience.

Requirements

• High School Diploma, GED or Equivalent Certification
• At least 5 years of experience in Process or Project Management
• At least 5 years of experience in People Management
• At least 5 years of experience in Strategic planning
• At least 5 years of experience in Risk Mitigation

Nice-to-haves

• Bachelor's Degree
• PMP, Lean, Agile or Six Sigma certification
• 6+ years of experience in Process Management
• 6+ years of experience in People Management

Benefits

• Comprehensive health benefits
• Financial benefits
• Inclusive set of benefits supporting total well-being