Operations Lead: End-to-End Customer Experience

capitalone; Toronto; Hybrid; CAD 109,000 - 124,000; Full time

Benefits offered by this job

Hybrid work model (3 days in office)

Work From Home allowance

Mental health coverage

Tuition subsidies

Family benefits coverage

Job summary

Capital One Canada is seeking a Lead in the Operations team to own end-to-end portfolios, including Fraud queues and Servicing ecosystems, and to drive customer outcomes with autonomy and data-driven decisions.

You will partner with cross-functional teams, manage BC Plans, oversee OpEx and workforce planning, and ensure regulatory compliance while improving efficiency. A hybrid work model is supported, with three days in the office weekly.

Qualifications

• 3+ years of experience leading operational portfolios.
• Experience with workforce management frameworks and budgeting, turning data into strategy.

Responsibilities

• Take end-to-end accountability for key operational portfolios and navigate ambiguity to scale and optimize operations.
• Adapt to shifting priorities and support Servicing Operations leadership across domains.
• Manage Servicing BC Plans (BCP), stress-test response strategies to ensure readiness.
• Oversee Servicing OpEx and workforce planning with data-driven resource recommendations.
• Collaborate with Workforce Management to forecast volume and allocate resources effectively.
• Partner with internal teams and vendors to maintain high agent performance and QA standards.
• Communicate insights to stakeholders to align on business objectives and customer experience.

Skills

Operational Leadership

Forecasting

Capacity planning

Resource optimization

Job description

Capital One Canada is seeking a Lead in the Operations team to own end-to-end portfolios, including Fraud queues and Servicing ecosystems, and to drive customer outcomes with autonomy and data-driven decisions.

You will partner with cross-functional teams, manage BC Plans, oversee OpEx and workforce planning, and ensure regulatory compliance while improving efficiency. A hybrid work model is supported, with three days in the office weekly.