Executive Leader, Card Servicing Operations (Hybrid)

ITSMF; McLean (VA); Híbrido; USD 230.000 - 262.000; Jornada completa

Descripción de la vacante

Capital One is seeking a Sr. Director for Card Servicing Operations in a hybrid-capable role based in McLean, VA.

This leader will oversee 1,500–2,000 associates across multi-channel servicing operations, driving top-tier customer experiences, quality, and efficiency in a regulated environment. You will partner with Product, Tech, and OSS teams to simplify processes, automate where possible, and cultivate a high-performing, inclusive culture.

Formación

• Bachelor's Degree or military experience.
• 8+ years of operations experience in high-volume production or customer servicing environments.
• 8+ years of people management experience leading multi-tiered operational teams.
• 5+ years of process management, project management, or operational transformation experience.
• 5+ years of experience overseeing regulatory requirements, compliance, or risk management.

Responsabilidades

• Drive customer experience, quality, productivity, and efficiency across servicing operations while exceeding core KPIs.
• Spearhead enterprise initiatives with Product, Tech, and OSS teams to transform the agent and customer experience.
• Distill strategic intent into tactical implementation plans and shape executive agendas.
• Build a collaborative, empowering, and inclusive environment with robust succession plans and DIB.
• Foster proper infrastructure and controls to proactively identify and mitigate risks.

Conocimientos

Leadership

Operations management

Cross-functional collaboration

Regulatory awareness

Educación

Bachelor's Degree or military experience

Master’s Degree

Descripción del empleo

Capital One is seeking a Sr. Director for Card Servicing Operations in a hybrid-capable role based in McLean, VA.

This leader will oversee 1,500–2,000 associates across multi-channel servicing operations, driving top-tier customer experiences, quality, and efficiency in a regulated environment. You will partner with Product, Tech, and OSS teams to simplify processes, automate where possible, and cultivate a high-performing, inclusive culture.