Director of Participant Enablement

ITSMF; Riverwoods (IL); On-site; USD 187,000 - 214,000; Full time

Benefits offered by this job

Health benefits

Performance incentives

Job summary

Capital One seeks a strategic and technical Director of Participant Enablement to stand up a dedicated enablement function. You will design an end-to-end readiness system, manage the CRM ecosystem, and optimize Salesforce and related tools to drive performance and efficiency.

The role focuses on CRM ownership, tool integration, automation, and merchant referral program optimization, with a strong emphasis on analytics, workflows, and actionable insights to boost participant engagement.

Qualifications

• Bachelor’s degree or military experience.
• At least 8 years in enablement operations or CRM tech management.
• 7+ years designing and architecting Salesforce environments (Sales/Service/Marketing).
• 4+ years integrating third-party tools into Salesforce.
• 5+ years building dashboards and data governance in CRM.

Responsibilities

• Define and own Salesforce roadmap and enablement platform governance.
• Oversee integration and governance of marketing/enablement technologies.
• Prioritize automation to reduce admin work while ensuring data accuracy.
• Lead merchant referral tool implementation within Salesforce.
• Design workflows for seamless referrals, attribution, and dashboards.
• Develop CRM dashboards and KPIs to monitor program health and performance.

Skills

CRM strategy

Salesforce optimization

Data governance

KPI frameworks

Automation mindset

Education

Bachelor’s degree or military experience

Salesforce certifications

Tools

Salesforce Sales Cloud

Salesforce Service Cloud

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.

At this time, Capital One will not sponsor a new applicant for employment authorization for this position.

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 ManagementRichmond, VA: $187,300 - $213,700 for Director, Project ManagementChicago, IL: $187,300 - $213,700 for Director, Project ManagementRiverwoods, 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. No agencies please. 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.