Hybrid Director of Operations & Vendor Excellence

Capital One Group; Plano (TX); Híbrido; USD 173.000 - 197.000; Jornada completa

Descripción de la vacante

Capital One seeks a Director of Operations to lead and scale multi-site operations, blending internal teams with 200+ vendor agents. The role emphasizes strategic oversight, governance, and a shift from reactive to proactive, quality-driven customer advocacy.

You will guide cross-functional teams, manage fraud and escalations, and ensure regulatory alignment. The position requires strong leadership, vendor governance, and expertise in driving operational excellence in a hybrid Plano, TX setting.

Formación

• Bachelor’s degree or military experience required.
• 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.

Responsabilidades

• Maintain end-to-end accountability for operational strategy and performance.
• Lead department managers, unit managers, and vendor managers across internal and vendor units.
• Oversee strategic operations, training, and customer advocacy activities.
• Govern external vendor performance, SLAs, and cost efficiency across 200+ vendor agents.
• Drive risk, fraud, and complaint resolution with robust root-cause analysis.

Conocimientos

Large-Scale Operations Leadership

Operational Transformation

Escalation & Fraud Management

Vendor Operations Governance

Educación

Bachelor’s degree or military experience

Descripción del empleo

Capital One seeks a Director of Operations to lead and scale multi-site operations, blending internal teams with 200+ vendor agents. The role emphasizes strategic oversight, governance, and a shift from reactive to proactive, quality-driven customer advocacy.

You will guide cross-functional teams, manage fraud and escalations, and ensure regulatory alignment. The position requires strong leadership, vendor governance, and expertise in driving operational excellence in a hybrid Plano, TX setting.