Operations Leader: Scale, Governance & Customer Advocacy

Capital One; Plano (TX); Hybrid; USD 173,000 - 197,000; Full time

Job summary

Capital One is seeking a Director of Operations in Plano, TX, with hybrid work rights. You will lead internal and external operating units, driving CX quality, readiness, governance, and risk management while partnering with BPO vendors and cross-functional teams.

The role emphasizes transformation, scalable operations, and a strong leadership culture across multi-site and vendor-driven operations to deliver best-in-class experiences.

Qualifications

• Bachelor’s degree or military experience.
• 5+ years of people leadership experience.
• 5+ years of process or project management experience.
• 5+ years of relationship management experience.
• 5+ years of experience delivering transformational initiatives.
• PMP, Lean, Agile, or Six Sigma certification.
• At least 3 years of operations people leadership experience.
• At least 7 years of people leadership experience.

Responsibilities

• Direct oversight of Department Managers, Unit Managers and Vendor Managers across internal and external units.
• Drive CX quality call listening, coaching, readiness, and training materials maintenance.
• Oversee high-touch inbound customer service, complex account resolution, and transfer handling.
• Lead high-severity escalated problem solving, fraud operations, and escalation follow-ups.
• Governance and SLA tracking for primary vendor partners overseeing ~200 vendor agents.

Skills

Large-Scale Ops Leadership

Operational Transformation

Escalation & Fraud Management

Vendor Operations Governance

Education

Bachelor’s degree or military experience

Job description

Capital One is seeking a Director of Operations in Plano, TX, with hybrid work rights. You will lead internal and external operating units, driving CX quality, readiness, governance, and risk management while partnering with BPO vendors and cross-functional teams.

The role emphasizes transformation, scalable operations, and a strong leadership culture across multi-site and vendor-driven operations to deliver best-in-class experiences.