Capital One · 1 month ago
Business Manager, Bank Voice Strategy
McLean, VA
Full-time
Onsite
Senior Level
$158K/yr - $181K/yr
5+ years expCapital One is a financial services company looking for a Business Manager for their Bank Voice Strategy team. This role involves driving strategic decision-making to enhance customer experience and operational efficiency within call center operations, requiring strong analytical skills and stakeholder engagement.
Financial Services
Responsibilities
Assess the impact of technology investments (such as IVR enhancements, Gen/Agentic AI, and other digital tools) on customer experience and operational efficiency, and make recommendations on how we prioritize investment
Identify the optimal geographic distribution for Bank Voice agents to drive improvements in service quality and operational efficiency. Use business intuition to understand tradeoffs, and make strategic recommendations
Lead the development of sophisticated models to determine impact of strategic initiatives on call volume, Opex, and customer experience (e.g., NPS)
Play a key role in the Discover merger by identifying how the integration is impacting our operations, and how we respond. Support additional ad hoc analysis related to the integration
Investigate data trends to understand the underlying business story, and communicate these insights to inform executive decision-making
Identify opportunities to increase automation, leverage technology enhancements/AI, and improve data tools within and beyond the Bank Voice team
Develop business strategies that drive competitive success for Capital One. Display an intense focus on achieving both short- and long-term goals
Bring an innovative approach, manage ambiguity, and drive an agenda in fluid environment
Leverage data and robust quantitative analysis to support recommendations. You will use SQL and other quantitative modeling tools daily
Own strategic initiatives from ideation to testing (where applicable) to implementation, and see how your projects drive lasting impact in the business
Translate complex quantitative analysis into actionable insights for leadership and build consensus on recommendations
Mentor and coach junior associates with a goal of developing and retaining talent at Capital One
Build and leverage stakeholder relationships across Capital One, and become a trusted thought partner for executive leadership
Qualification
Required
Bachelor's Degree in any quantitative field (Business, Math, Economics, Finance, Statistics, Science, Engineering)
At least 2 years of experience in analysis
Preferred
Master's Degree in Business or quantitative field such as Finance, Economics, Physical Sciences, Math, Statistics, Engineering
5+ years of experience in analysis
2+ years of experience in financial services
1+ year of experience in consulting
2+ years of experience in people management
Benefits
Capital One offers a 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
H1B Sponsorship
Capital One has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (723)
2024 (488)
2023 (545)
2022 (909)
2021 (672)
2020 (944)
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
Daniel Arellano
Senior Vice President, Business Cards and Payments
Justin Burch
Senior Vice President
Recent News
2026-01-25
2026-01-25
2026-01-25
Company data provided by crunchbase