Operations Transformation Lead: Customer & Agent Experience

Capital One National Association; Richmond, Northern (VA, KY); Hybrid; USD 122,000 - 139,000; Full time

Job summary

Capital One seeks a Manager, Operation Servicing Strategy to transform infrastructure and customer service experiences. You will collaborate across teams, influence product roadmaps, and deliver insights to executive stakeholders for breakthrough results.

You will lead programs that streamline agent workflows, reduce manual steps, and drive efficiency while coaching a high-performing team in a matrixed environment. The role combines strategic planning with hands-on execution.

Qualifications

• High School Diploma, GED or equivalent certification.
• At least 2 years of experience in Process or Project management.
• At least 2 years of experience in People management.
• At least 2 years of experience in Relationship management.
• Preferred: Master’s Degree or military experience.
• Lean certification or Six Sigma certification.

Responsibilities

• Reimagine agent experiences.
• Reduce manual processes.
• Improve Ops efficiency by streamlining processes and reducing redundancy.
• Lead a high performing team.
• Partner with Line of Business leaders to ensure Operations is represented in ideation, design and execution of objectives.
• Design strategic programs and initiatives with project and product teams to integrate customer and agent design.
• Lead high impact transformation initiatives and change management.
• Empower team to influence product vision and support products from conception to launch.
• Foster a culture of psychological safety, continuous learning, ownership and high performance.

Education

High School Diploma or GED

Master’s Degree or military experience

Lean/Six Sigma certification

Tools

Job description

Capital One seeks a Manager, Operation Servicing Strategy to transform infrastructure and customer service experiences. You will collaborate across teams, influence product roadmaps, and deliver insights to executive stakeholders for breakthrough results.

You will lead programs that streamline agent workflows, reduce manual steps, and drive efficiency while coaching a high-performing team in a matrixed environment. The role combines strategic planning with hands-on execution.