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Capital One · 1 day ago

Work from Home Empower Dealer Success (EDS) Principal Ops Coordinator

United States

Full-time

Remote

Mid, Senior Level

$57K/yr - $65K/yr

3+ years exp

Capital One is a financial services company, and they are seeking a Principal Ops Coordinator for their Dealer Advocacy Team. This role involves managing inventory and activation escalations, addressing product/process roadblocks, and ensuring exceptional service for dealer partners.

BankingCredit CardsFinanceFinancial Services

Comp. & Benefits

No H1B

Responsibilities

Execute end to end Escalation management - investigate issues and apply root cause analysis (5 whys) and sound judgment to detect and mitigate product defects, dealer dissatisfaction, and follow through with areas of improvement

Respond promptly and professionally to internal and external customers

Perform pilot testing and active feedback for new business initiatives and updates

Apply effective time management skills to manage daily workload and escalations through effective Slack channel and email management, Tableau dashboard/s monitoring/action cycle, collaboration with peers/product/tech

Utilize all available resources and P&P for executing effective onboarding and servicing across all case and task types

Establish and foster relationships with EDS vendors - web hosts and inventory aggregators

Investigate issues and apply root cause analysis (5 whys) and sound judgment to detect and mitigate product defects, dealer dissatisfaction, and follow through with areas of improvement

Exercise exceptional communication skills to optimize each contact with sales, external vendors, and dealer partners

Responsible for continuous improvement of job knowledge by exercising active listening and engagement

Establish and ensure compliance with departmental standards and processes to increase production and accommodate work volumes toward enhanced customer satisfaction

Participate in special projects and ad hoc requests as needed

Participate in and own daily team responsibilities

Qualification

Customer service experienceAuto finance experienceProcess ManagementGoogle SuiteMicrosoft OfficePMP certificationLean certificationAgile certificationSix Sigma certificationExceptional communication skillsTime management skills