Auto Refinance Ops Leader — Hybrid CX & Fraud

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

Job summary

Capital One is seeking an Auto Refinance Department Operations Manager to lead a high-visibility, multi-function operation in a hybrid role based in Plano, TX. You will guide a team of senior leaders and ~40 production associates across functions, focusing on customer experience, process improvements, and escalation management.

You will shape strategy, drive accountability, and partner with vendors and internal teams to deliver industry-leading customer service.

Qualifications

• 5+ years of people leadership experience.
• 4+ years of call center customer service or back office operations experience.
• 2+ years of cross-functional teamwork experience.

Responsibilities

• Monitor backlog health of Fraud queue and case load of SRS and guide UM to resolve or escalate.
• Develop interaction model with LT and stakeholders to provide visibility to escalations and ensure timely resolutions.
• Invest in reporting and tools to empower UM and associates.
• Invest in Refi Fraud/ID Theft interaction model to ensure effective fraud controls.

Skills

People leadership

Cross-functional collaboration

Education

High School Diploma, GED

Job description

Capital One is seeking an Auto Refinance Department Operations Manager to lead a high-visibility, multi-function operation in a hybrid role based in Plano, TX. You will guide a team of senior leaders and ~40 production associates across functions, focusing on customer experience, process improvements, and escalation management.

You will shape strategy, drive accountability, and partner with vendors and internal teams to deliver industry-leading customer service.