Senior Director, Card Servicing & CX Excellence

Capital One; McLean (VA); Hybrid; USD 230,000 - 262,000; Full time

Job summary

Capital One is seeking a Sr. Director, Card Servicing Operations (Hybrid) to lead a 1,500–2,000 person team across multi-channel servicing. The role emphasizes customer experience, quality, and efficiency in a highly regulated setting.

You will partner with Product, Tech, and OSS teams to simplify processes, automate, and drive human-centered design while cultivating a diverse, high-performing culture.

Qualifications

• Bachelor's Degree or military experience.
• At least 8 years of operations experience in high-volume production or customer servicing environments.
• At least 8 years of people management experience leading multi-tiered operational teams.
• At least 5 years of process management, project management, or operational transformation experience.
• At least 5 years of experience overseeing regulatory requirements, compliance, or risk management.

Responsibilities

• Drive customer experience, quality, productivity, and efficiency across servicing operations.
• Strategic influence by partnering with Product, Tech, and OSS teams to transform the agent and customer experience.
• Act as a business owner to translate strategic intent into tactical implementation plans.
• Foster a collaborative, empowering, and inclusive environment and champion DIB.

Job description

Capital One is seeking a Sr. Director, Card Servicing Operations (Hybrid) to lead a 1,500–2,000 person team across multi-channel servicing. The role emphasizes customer experience, quality, and efficiency in a highly regulated setting.

You will partner with Product, Tech, and OSS teams to simplify processes, automate, and drive human-centered design while cultivating a diverse, high-performing culture.