Manager, Operations Servicing Strategy, Customer Resiliency Channels (Hybrid)

Capital One - Richmond, VA

Full-time - Mid Level

Richmond, VA

Credit Intermediation and Related Activities

About the position

As a Manager of Operations Servicing Strategy within the Customer Resiliency Channels team, you will play a pivotal role in transforming the customer service experience and infrastructure. This position involves leading cross-functional teams to implement strategic initiatives that enhance customer and agent journeys, while also ensuring operational excellence and stakeholder engagement. You will be responsible for setting strategic direction, managing high-impact transformation initiatives, and influencing product design to achieve breakthrough business results.

Responsibilities

• Set strategic direction by partnering with Line of Business leaders to ensure Operations is represented in ideation, design, and execution.
• Design strategic programs and initiatives in collaboration with project and product teams to integrate customer and agent design.
• Lead high-impact transformation initiatives and change management, contributing to overall outcomes and delivery.
• Create overarching roadmaps in partnership with tech, product, and intent teams focusing on human-centered design.
• Deliver presentations to senior management and guide discussions to influence decisions.
• Establish and manage communications across teams to ensure optimal engagement of associates and leaders.
• Consult with business partners to understand complex problems and bring issues to resolution.
• Conduct independent research and analysis to solve ambiguous client problems and develop recommendations for senior management.
• Manage day-to-day operational aspects of the experience and ensure process efficiency.

Requirements

• High School Diploma, GED or equivalent certification.
• At least 3 years of experience in People Management.
• At least 3 years of experience directing process transformations or projects.
• At least 3 years of experience in Strategic planning.

Nice-to-haves

• Bachelor's Degree or military experience.
• At least 3 years of experience in Collections Process or Project Management certification (i.e. Scaled Agile, Lean, PMP).
• At least 3 years delivering large scale transformational initiatives.
• 5+ years of experience leading large scale process transformations or projects.
• 5+ years of experience in People Management.

Benefits

• Comprehensive health insurance coverage.
• Financial benefits including 401k and retirement savings plans.
• Paid time off and holidays.
• Professional development opportunities.
• Diversity and inclusion programs.