Auto Refinance Operations Manager — Hybrid Leadership

capitalone; Plano (TX); Hybrid; USD 122,000 - 139,000; Full time

Job summary

Capital One is seeking an Auto Refinance Department Operations Manager for a hybrid role in Plano, TX. You will lead a high-visibility multi-team operation, shaping vision and strategy while ensuring exceptional customer experiences and strong governance across departments.

You will manage Customer Escalations/Complaints, Specialty Operations, Fraud Operations, and coaching/training programs, guiding a team of senior leaders and a broad production staff.

Qualifications

• High School Diploma, GED or Equivalent Certification.
• At least 5 years of people leadership experience.
• At least 4 years of call center customer service or back office operations experience.
• At least 2 years of experience working with cross functional teams.

Responsibilities

• Lead day-to-day activities of a high visibility, multi-function, multi-team operation.
• Oversee Customer Escalations/Complaints, Specialty Operations, Fraud Operations, Coaching and Training processes.
• Build relationships with stakeholders to prioritize highest leverage needs for the organization.
• Translate data into a story to drive individual, team and business goals.

Skills

People leadership

Call center experience

Cross-functional collaboration

Data-driven decision making

Education

High School Diploma, GED or Equivalent Certification

Tools

Sentinel

Job description

Capital One is seeking an Auto Refinance Department Operations Manager for a hybrid role in Plano, TX. You will lead a high-visibility multi-team operation, shaping vision and strategy while ensuring exceptional customer experiences and strong governance across departments.

You will manage Customer Escalations/Complaints, Specialty Operations, Fraud Operations, and coaching/training programs, guiding a team of senior leaders and a broad production staff.