Director of Participant Enablement

Capital One; Chicago (IL); On-site; USD 187,000 - 214,000; Full time

Benefits offered by this job

Health benefits

Competitive pay

Inclusive culture

Job summary

Capital One seeks a strategic and technical Director of Participant Enablement to lead client and participant readiness initiatives. Build an enablement function, design an end-to-end readiness system, and manage the CRM ecosystem and marketing tool stack to drive performance.

The role focuses on Salesforce optimization, merchant referral tools, and enabling platforms to improve efficiency and attribution across programs.

Qualifications

• Bachelor’s degree or military experience in a relevant field.
• 8+ years in enablement operations, CRM tech management or client readiness.
• 7+ years designing, configuring, and architecting Salesforce environments.
• 4+ years integrating third‑party tools into Salesforce and enablement stacks.
• 5+ years building dashboards, KPI frameworks, and data governance in CRM.

Responsibilities

• Own CRM and technology ecosystem architecture and roadmap.
• Lead Salesforce strategy, integration, and governance for enablement tools.
• Prioritize automation to reduce friction while ensuring data accuracy.
• Manage merchant referral tools within Salesforce and related systems.
• Design workflows for seamless referrals, attribution, and dashboards.
• Develop advanced CRM dashboards and KPI reporting for programs.

Skills

Enablement operations

CRM technology management

Salesforce design/configuration

Data governance

KPI frameworks

Dashboard development

Automation

Education

Bachelor’s degree

Military experience

Tools

Salesforce

Marketing Cloud

Pardot

Experience Cloud

Resource Allocation Management RAM

Referral Management Systems RMS

Job description

Director of Participant Enablement Capital One is seeking a strategic and technical Director of Participant Enablement to lead our client and participant readiness initiatives. In this builder's role, you will stand up a dedicated enablement function, designing an end-to-end readiness system while managing our Customer Relationship Management (CRM) ecosystem and marketing tool stack. This role bridges strategy and execution, focusing heavily on optimizing Salesforce, merchant referral tools, and our broader enablement platform to drive performance and efficiency.

Key Responsibilities:

CRM and Technology Ecosystem Ownership Salesforce Strategy: Define and execute the roadmap for Salesforce and related enablement platforms, creating a single source of truth for participant metrics, referral tracking, and client performance analytics. Tool Integration: Oversee the adoption, integration, and governance of new marketing and enablement technologies to ensure they align with our integrated ecosystem. Automation: Prioritize automation opportunities that reduce administrative friction for participants and internal teams while maintaining data accuracy standards. Merchant Referral Program Management Referral Tool Management: Lead the implementation and daily operation of merchant referral software—including Resource Allocation Management (RAM) and Referral Management Systems (RMS)—within the Salesforce environment, establishing one system of record for all merchant acceptance complaints. Program Optimization: Design workflows that ensure a seamless referral experience for participants, accurate attribution, and automated dashboard distribution. Analytics and Reporting Performance Tracking: Develop advanced Customer Relationship Management (CRM) dashboards and Key Performance Indicators (KPIs) to monitor the health of client programs, enablement initiatives, and referral performance. Actionable Insights: Translate complex opportunities, engagement data, and referral metrics into actionable insights, surfacing recommendations to optimize participant engagement and drive conversion rates.

Basic Qualifications:

Bachelor’s degree or military experience At least 8 years of experience in enablement operations, client or participant readiness or Customer Relationship Management (CRM) technology management At least 7 years of experience designing, configuring, optimizing and architecting Salesforce environments (including Sales Cloud, Service Cloud, Marketing Cloud, Pardot, or Experience Cloud) At least 4 years of experience integrating third-party tools, marketing technology stacks, and external referral systems (including Resource Allocation Management and Referral Management Systems) directly into Salesforce At least 5 years of experience building custom dashboards, defining Key Performance Indicator (KPI) frameworks, and executing data governance or data validation routines across enterprise Customer Relationship Management (CRM) systems

Preferred Qualifications:

5+ years of people management experience leading technical admins, enablement specialists or Customer Relationship Management (CRM) strategy managers Salesforce Certified Administrator or Advanced Administrator, Salesforce Certified System Architect or Application Architect, Salesforce Certified Sales Cloud Consultant or Service Cloud Consultant certification(s) Experience within financial services, payments networks, or fintech platforms—specifically managing merchant acceptance workflows, complaints tracking or partner referral systems Experience managing integrated Business-to-Business (B2B) or Business-to-Business-to-Consumer (B2B2C) marketing automation and enablement stacks (Salesforce Marketing Cloud, Account Engagement/Pardot, HubSpot, or Marketo) Proven track record of standing up an enablement or readiness function from the ground up, utilizing Flow, process automation, or API-driven workflows to eliminate manual work.

The minimum and maximum full-time annual salaries for this role are listed below, by location. Please note that this salary information is solely for candidates hired to perform work within one of these locations, and refers to the amount Capital One is willing to pay at the time of this posting. Salaries for part-time roles will be prorated based upon the agreed upon number of hours to be regularly worked.

McLean, VA: $206,000 - $235,100 for Director, Project Management

Richmond, VA: $187,300 - $213,700 for Director, Project Management

Chicago, IL: $187,300 - $213,700 for Director, Project Management

Riverwoods, IL: $187,300 - $213,700 for Director, Project Management

Candidates hired to work in other locations will be subject to the pay range associated with that location, and the actual annualized salary amount offered to any candidate at the time of hire will be reflected solely in the candidate’s offer letter.

This role is also eligible to earn performance based incentive compensation, which may include cash bonus(es) and/or long term incentives (LTI). Incentives could be discretionary or non discretionary depending on the plan.

Capital One offers a comprehensive, competitive, and inclusive set of health, financial and other benefits that support your total well-being. Learn more at the Capital One Careers website.

Eligibility varies based on full or part-time status, exempt or non-exempt status, and management level.

This role is expected to accept applications for a minimum of 5 business days.

Capital One is an equal opportunity employer (EOE, including disability/vet) committed to non-discrimination in compliance with applicable federal, state, and local laws. Capital One promotes a drug-free workplace.

Capital One will consider for employment qualified applicants with a criminal history in a manner consistent with the requirements of applicable laws regarding criminal background inquiries, including, to the extent applicable, Article 23-A of the New York Correction Law; San Francisco, California Police Code Article 49, Sections 4901-4920; New York City’s Fair Chance Act; Philadelphia’s Fair Criminal Records Screening Act; and other applicable federal, state, and local laws and regulations regarding criminal background inquiries.

If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation, please contact Capital One Recruiting at 1-800-304-9102 or via email at [e-mail]. All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations.

For technical support or questions about Capital One's recruiting process, please send an email to [e-mail]

Capital One does not provide, endorse nor guarantee and is not liable for third-party products, services, educational tools or other information available through this site.

Capital One Financial is made up of several different entities. Please note that any position posted in Canada is for Capital One Canada, any position posted in the United Kingdom is for Capital One Europe and any position posted in the Philippines is for Capital One Philippines Service Corp. (COPSSC).

At Capital One, we’re building a leading information-based technology company. Still founder-led by Chairman and Chief Executive Officer Richard Fairbank, Capital One is on a mission to help our customers succeed by bringing ingenuity, simplicity, and humanity to banking. We measure our efforts by the success our customers enjoy and the advocacy they exhibit.