Hybrid Senior Manager, Servicing Strategy & Transformation

Capital One; Richmond (VA); Hybrid; USD 149,000 - 170,000; Full time

Job summary

Capital One in Richmond, VA is seeking a Senior Manager, Operations Servicing Strategy to lead strategic direction for customer and agent servicing, partnering with lines of business to shape objectives and product roadmaps, and to deliver insights that drive transformation.

The role blends strategic consulting with hands-on execution, requiring change management, stakeholder alignment, and the ability to translate big initiatives into actionable plans across multiple teams in a hybrid work

Qualifications

• High School Diploma, GED, or equivalent certification.
• At least 5 years of experience in people management.
• At least 5 years of experience directing process transformations or projects.
• At least 3 years of experience in strategic planning.

Responsibilities

• Leading Strategic Direction – partner with line of business leaders to ensure Operations is represented in objectives, deliver insights, and influence product roadmaps.
• Influencing – create roadmaps with tech, product and intent teams and ensure designs are customer- and agent-centric.
• Leading Horizontally – manage cross-team communications, consult with partners to solve complex problems, and escalate blockers to meet timelines.
• Providing Operational Excellence – oversee day-to-day operations, define benefits, and translate strategy into tactical requirements and implementation plans.

Skills

Leadership

Strategic thinking

Stakeholder management

Change management

Analytical thinking

Communication

Education

High School Diploma

Job description

Capital One in Richmond, VA is seeking a Senior Manager, Operations Servicing Strategy to lead strategic direction for customer and agent servicing, partnering with lines of business to shape objectives and product roadmaps, and to deliver insights that drive transformation.

The role blends strategic consulting with hands-on execution, requiring change management, stakeholder alignment, and the ability to translate big initiatives into actionable plans across multiple teams in a hybrid work