Capital One · 2 months ago
Senior Manager, Operations Servicing Strategy - Hybrid
McLean, VA
Full-time
Hybrid
Senior Level
$141K/yr - $160K/yr
5+ years expCapital One is a leading financial services company, and they are seeking a Senior Manager for Operations Servicing Strategy. This role involves transforming customer and agent servicing experiences, integrating multiple groups, and executing sustainable strategies to enhance customer service.
Financial Services
No H1B
Responsibilities
Partnering closely with Line of Business leaders to ensure Operations is represented in the ideation, design and execution of their objectives through (1) Intent delivery and operational readiness (2) servicing strategy and (3) influencing their product roadmap through the delivery of insights and listening
Designs the strategic programs and initiatives partnering with project and product teams to integrate the customer and agent design to develop processes that track progress, identify and address issues
Leading high impact transformation initiatives and change management contributing to the overall outcomes, definition, scoping, design, and delivery
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
Creating and delivering presentations to senior management. Guiding and influencing senior management discussions and decisions
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, horizontal influence and leadership in a matrixed environment. Escalating road-blocks as necessary to meet timelines. clarifying and defining transformation requirements / scope for cross-functional problems
Conducting independent research and analysis to solve ambiguous client problems. Working with transformation teams to develop recommendations to clients (e.g., senior management and/or executives) enabling them to make key business decisions
Responsibility for 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
Intimately understanding the heart of specific operations and represent the voice of that operation to multiple product teams and client stakeholder groups
Qualification
Required
High School Diploma, GED, or equivalent certification
At least 5 years of experience in People Management
At least 3 years of experience in strategic planning
At least 3 years of process management OR project management experience OR program management experience in an operations environment
Preferred
PMP, Lean, Agile or Six Sigma certification
At least 7 years of experience leading large scale process transformations or projects
At least 7 years of experience in People Management
At least 3 years of experience working with external partners or supplier management
Benefits
Performance based incentive compensation
Cash bonus(es)
Long term incentives (LTI)
Comprehensive, competitive, and inclusive set of health, financial and other benefits that support your total well-being
Company
Capital One
Capital One is a financial services company that provides banking, credit card, auto loan, savings, and commercial banking services.
10001+ employees
Funding
Current Stage
Public CompanyTotal Funding
$5.45BKey Investors
Berkshire Hathaway
2025-09-11Post Ipo Debt· $2.75B
2025-01-30Post Ipo Debt· $1.75B
2023-05-15Post Ipo Equity· $954M
Leadership Team
Lo Li
CTO, Managing Vice President Retail Bank
Daniel Arellano
Senior Vice President, Business Cards and Payments
Recent News
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