Senior Director, Crisis Management

Capital One; New York (NY); On-site; USD 260,000 - 297,000; Full time

Job summary

Capital One seeks a Senior Director, Crisis Management to own the operational readiness and response execution for network-wide disruptions across the global payment network. You will partner with Enterprise Crisis Program, global command centers, and technology/product teams to raise the bar on resilience.

You will design incident playbooks, lead coordinated responses with issuers, acquirers, processors, and strategic merchants, and drive post-incident reviews to embed improvements in product

Qualifications

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

Responsibilities

• Lead crisis management for major network disruptions and coordinate executive responses.
• Activate Crisis Management Core and Extended Teams as needed.
• Monitor crisis response thresholds and ensure timely actions.
• Interface with Tech for High Severity events affecting GPN.
• Design playbooks and communications with external network participants.

Skills

Risk Management

Operations Management

Project Management

People Management

Crisis Management

Network Resilience

Leadership

Education

Bachelor's Degree or military experience

Masters Degree in Business/Finance/Management

Tools

Six Sigma Lean

Agile Coach certification

CRM/Cybersecurity certifications

Job description

As the Senior Director, Crisis Management, you will own the operational readiness and response execution for network-wide disruptions across the global payment network. Distinct from corporate facilities or HR-focused crisis roles, this position centers specifically on network availability, transaction integrity, clearing and settlement continuity, and ecosystem stability.

You will work in direct partnership with our Enterprise Crisis Program, global command centers, and technology/product organizations to continuously raise the bar for network resilience. Acting as the strategic bridge between internal operations and external ecosystem stakeholders, you will design response playbooks that address the unique operational risks of our network and lead coordinated responses with global participants—including issuers, acquirers, processors, and strategic merchants.

Key Responsibilities:

• Serve as the strategic lead for major network disruptions, aligning enterprise command centers, regional operational hubs, and executive leadership to restore network services rapidly. Responsible for coordinating the management of crisis response for GPN.
• Activates the GPN Crisis Management Core Team and Extended Team as needed based on established severity thresholds.
• Monitors multiple operational channels for crisis response thresholds to ensure timely detection and action.
• Responsible for interfacing directly with Tech for High Sev (High Severity) event response when GPN is impacted.
• Responsible for coordinating GPN associate communications for customer-facing roles to ensure strict alignment of “customer back” messaging.
• Partner seamlessly with the Enterprise Crisis Program and functional command centers (e.g., NOCs, SOCs) to ensure unified escalation pathways, synchronized communications, and cohesive governance.
• Design and execute crisis response frameworks built specifically around unique payment network failure modes, including transaction processing outages, clearing/settlement delays, messaging protocol failures, and liquidity disruptions.
• Establish playbooks and communication protocols for coordinating directly with external network participants (issuers, acquirers, co-brand partners) during systemic industry events or widespread network issues.
• Collaborate with Engineering, Product, and Technology teams to embed resilience into the product development lifecycle and drive structural improvements that raise the operational baseline across all network offerings.
• Partner to facilitate complex, network-focused exercises and simulations with command center staff, tech leads, and key global participants to test and validate incident playbooks.
• Drive rigorous post-incident reviews following major network events, ensuring actionable remediation items are prioritized on technology and product development roadmaps.

Basic Qualifications:

• Bachelors Degree or military experience
• At least 7 years of experience in Risk Management
• At least 3 years experience in Operations Management
• At least 3 years experience in Project Management
• At least 3 years experience in People Management

Preferred Qualifications:

• Masters Degree in Business Management, Finance, Accounting, Economics, Mathematics or Project Management
• At least 10 years of experience in Risk Management or Governance
• Business Process Management certification (internal Capital One certification) Six Sigma Lean, Green Belt or Black Belt certification, Agile Coach certification, Compliance Certification (CRCM)

At this time, Capital One will not sponsor a new applicant for employment authorization for this position.

The minimum and maximum full-time annual salaries for this role are listed below, by location. Please note that this salary information is solely for candidates hired to perform work within one of these locations, and refers to the amount Capital One is willing to pay at the time of this posting. Salaries for part-time roles will be prorated based upon the agreed upon number of hours to be regularly worked.

Richmond, VA: $217,000 - $247,700 for Sr. Director, Risk Management

Chicago, IL: $217,000 - $247,700 for Sr. Director, Risk Management

McLean, VA: $238,700 - $272,400 for Sr. Director, Risk Management

New York, NY: $260,400 - $297,200 for Sr. Director, Risk Management

Riverwoods, IL: $217,000 - $247,700 for Sr. Director, Risk Management

Candidates hired to work in other locations will be subject to the pay range associated with that location, and the actual annualized salary amount offered to any candidate at the time of hire will be reflected solely in the candidate’s offer letter.

This role is also eligible to earn performance based incentive compensation, which may include cash bonus(es) and/or long term incentives (LTI). Incentives could be discretionary or non discretionary depending on the plan.

Capital One offers a comprehensive, competitive, and inclusive set of health, financial and other benefits that support your total well-being. Learn more at the Capital One Careers website. Eligibility varies based on full or part-time status, exempt or non-exempt status, and management level.

This role is expected to accept applications for a minimum of 5 business days.

Capital One is an equal opportunity employer (EOE, including disability/vet) committed to non-discrimination in compliance with applicable federal, state, and local laws. Capital One promotes a drug-free workplace.

Capital One will consider for employment qualified applicants with a criminal history in a manner consistent with the requirements of applicable laws regarding criminal background inquiries, including, to the extent applicable, Article 23-A of the New York Correction Law; San Francisco, California Police Code Article 49, Sections 4901-4920; New York City’s Fair Chance Act; Philadelphia’s Fair Criminal Records Screening Act; and other applicable federal, state, and local laws and regulations regarding criminal background inquiries.