Senior Director, Card Servicing Ops — Scale & Customer Excellence

Capital One; Richmond (VA); Hybrid; USD 210,000 - 320,000; Full time

Job summary

Capital One in Richmond, VA seeks a Senior Director, Card Servicing Operations in a hybrid role to lead a 1,500-2,000 associate servicing organization across multiple channels and locations. You will drive customer experience, quality, productivity, and efficiency while upholding risk, regulatory, and financial controls.

You will partner with Product, Tech, and OSS teams to transform operations through process optimization, automation, and human-centered design, fostering an inclusive,

Responsibilities

• Drive customer experience, quality, productivity, and efficiency across servicing operations while ensuring strong operational management systems.
• Spearhead initiatives with Product, Tech, and OSS horizontal teams to improve the agent and customer experience through process simplification and automation.
• Distill strategic intent into tactical plans and drive execution across multiple business lines.
• Cultivate a collaborative, inclusive culture with succession planning and a focus on Diversity, Inclusion, and Belonging (DIB).
• Foster proper risk governance and controls to mitigate operational, financial, regulatory, and reputational risks.

Job description

Capital One in Richmond, VA seeks a Senior Director, Card Servicing Operations in a hybrid role to lead a 1,500-2,000 associate servicing organization across multiple channels and locations. You will drive customer experience, quality, productivity, and efficiency while upholding risk, regulatory, and financial controls.

You will partner with Product, Tech, and OSS teams to transform operations through process optimization, automation, and human-centered design, fostering an inclusive,