Director of Operations - CX, Risk & Vendor Governance

ITSMF; Plano (TX); Hybrid; USD 173,000 - 197,000; Full time

Job summary

Capital One in Plano, TX is seeking a Director of Operations to lead and scale a multi-site organization, partnering with internal teams and large BPO vendors to deliver exceptional customer experiences while upholding regulatory integrity.

You will drive operational strategy, governance, and readiness, oversee vendor performance, and mentor senior leaders to optimize processes, reduce risk, and align product launches with business objectives.

Qualifications

• Bachelor’s degree or military experience.
• At least 5 years of people leadership experience.
• At least 5 years of process or project management experience.
• At least 5 years of relationship management experience.
• At least 5 years of experience delivering transformational initiatives.

Responsibilities

• Direct oversight of department managers, unit managers, and vendor managers across internal and external business units.
• Strategic operations: CX quality coaching, operations readiness, training materials maintenance.
• Customer advocacy: high-touch inbound service, complex account resolution, US transfer handling.
• Escalations and fraud: high-severity problem solving, fraud operations, research and resolution.

Skills

People leadership

Process / project management

Relationship management

Transformational initiatives

Strategic thinking

Education

Bachelor’s degree

Job description

Capital One in Plano, TX is seeking a Director of Operations to lead and scale a multi-site organization, partnering with internal teams and large BPO vendors to deliver exceptional customer experiences while upholding regulatory integrity.

You will drive operational strategy, governance, and readiness, oversee vendor performance, and mentor senior leaders to optimize processes, reduce risk, and align product launches with business objectives.