Network Resilience Director, Crisis Management

Capital One National Association; McLean (VA); Hybrid; USD 239,000 - 272,000; Full time

Job summary

Capital One is seeking a Senior Director, Crisis Management in McLean, VA to own readiness and response for network-wide disruptions across the global payment network. You will lead crisis playbooks and coordinate with Issuers, Acquirers, processors, and merchants to ensure resilience and rapid recovery.

Responsibilities include directing crisis teams, monitoring response thresholds, and partnering with engineering and product teams to drive improvements in operational resilience.

Qualifications

• Bachelor's Degree or military experience required.
• 7+ years of experience in Risk Management.
• 3+ years in Operations Management.
• 3+ years in Project Management.
• 3+ years in People Management.

Responsibilities

• Serve as the strategic lead for major network disruptions, aligning centers and leadership to restore services.
• Activate Crisis Management Core Team and Extended Team as needed.
• Monitor multiple channels for crisis thresholds and timely action.
• Interface with Tech for High Sev event response when GPN is impacted.
• Coordinate communications to ensure consistent customer messaging during crises.
• Collaborate with Enterprise Crisis Program and command centers for unified escalation and governance.
• Design crisis response playbooks for unique payment network failure modes.
• Establish playbooks for external network participants during systemic events.
• Work with Engineering, Product, and Tech to embed resilience in the lifecycle.
• Facilitate network-focused exercises and simulations with stakeholders.
• Lead post-incident reviews and drive remediation on roadmaps.

Skills

Risk Management

Operations Management

Project Management

People Management

Education

Bachelor's Degree or military experience

Job description

Capital One is seeking a Senior Director, Crisis Management in McLean, VA to own readiness and response for network-wide disruptions across the global payment network. You will lead crisis playbooks and coordinate with Issuers, Acquirers, processors, and merchants to ensure resilience and rapid recovery.

Responsibilities include directing crisis teams, monitoring response thresholds, and partnering with engineering and product teams to drive improvements in operational resilience.