Description:
As a Lead within the Operations team at Capital One, you will work with extended teams across our Servicing network to deliver consistent, exceptional customer outcomes. Your work will directly help ensure we are keeping our promises to customers, meeting our regulatory commitments and helping us capitalize on efficiencies while constantly striving to improve our Customer Experience.
Your Responsibilities:
- Take full end-to-end accountability for key operational portfolios (including Fraud queues and broader Servicing ecosystems), navigating ambiguity and "white space" to build, scale, and optimize operations.
- Adapt fluidly to shifting business priorities; possess the versatility to seamlessly pivot across different operational domains, master new subject matter quickly, and step in to support the broader Servicing Operations leadership team as needed.
- Serve as the Plan Manager for Servicing Business Continuity Plans (BCP), actively maintaining, updating, and stress-testing response strategies to ensure operational readiness and relevance in a shifting operational landscape.
- Contribute to the management of Servicing OpEx through budgetary oversight and workforce planning. Translate data-driven projections into high-level resource recommendations that balance cost efficiency with operational resilience.
- Partner closely with Workforce Management to anticipate volume demands and scale resources effectively. Leverage performance history and operational metrics (occupancy, adherence, shrinkage) to guide the business toward optimal production activities.
- Partner with internal teams and third-party suppliers to champion a high bar for agent performance, ensuring key metrics (CSAT, Resolution Rate) and quality benchmarks (QA, Regulatory Compliance) are consistently met.
- Leverage exceptional communication and storytelling skills to influence internal stakeholders and external partners, driving consensus on business objectives and improving the end-to-end customer experience.
- Partner with leadership to design and execute forward-looking operational planning that drives growth, profitability, and competitive success in the face of evolving regulatory demands.
- Ability to travel occasionally to domestic and international Capital One locations (approx. 1–2 times per year) to support partner alignment and operational reviews.
Basic Qualifications:
- Operational Leadership & Autonomy: 3+ years of experience managing operational portfolios, leading cross-functional projects, or driving change initiatives. Demonstrated success thriving in ambiguous ("white space") environments with a high degree of autonomy and independent problem-solving.
- Resource & WFM Governance: Experience contributing to or managing workforce management frameworks (forecasting, capacity planning, and resource optimization) and operational budgeting/costing, with a proven ability to turn complex data into actionable business strategies.
Preferred Qualifications:
- Experience navigating Customer Service Operations or scaled Agent Operations.
- Experience managing Business Process Outsourcing (BPO) partners and scaling agent operations across multiple sites, languages, or time zones.
- Experience utilizing continuous improvement methodologies (e.g., Lean Six Sigma) to optimize legacy processes, or experience working within Agile environments.
- Learning Agility & Fungibility: Proven track record of operational versatility—the ability to rapidly master new, complex subject matter, adapt fluidly to shifting business priorities, and successfully pivot across different operational domains.
- Analytical Problem-Solving: A strong quantitative orientation with the critical thinking skills, with a demonstrated ability to diagnose structural business challenges and deliver grounded, data-driven recommendations.
- Stakeholder & Vendor Influence: Experience partnering with and influencing diverse internal stakeholders and third-party/outsourced partners to drive alignment and project execution from inception to implementation.
- Strategic Communication: Exceptional communication and storytelling skills, with a proven capability to synthesize complex operational data into clear briefings that influence senior leadership.