Senior Director, Servicing Ops — Shape CX at Scale

Capital One; Richmond (VA); Hybrid; USD 209,000 - 238,000; Full time

Job summary

Capital One Card Operations seeks a Senior Director to lead servicing operations across multiple channels and locations, guiding a large-scale team through regulatory and risk considerations while driving customer experience, quality, and efficiency.

The role emphasizes executive leadership, cross-functional collaboration, and strategic transformation to deliver high-impact outcomes in a regulated environment.

Qualifications

• Bachelor's Degree or military experience is required or equivalent.
• 8+ years of operations experience in high-volume or complex servicing environments.
• 8+ years of people management leading multi-tiered teams.
• 5+ years in process/project/operational transformation.
• 5+ years overseeing regulatory requirements, compliance, or risk management.

Responsibilities

• Drive customer experience, quality, productivity, and efficiency across servicing operations while meeting KPIs.
• Lead enterprise initiatives with Product, Tech, and OSS teams to transform agent and customer experience.
• Distill strategic intent into tactical plans and drive outcomes across business lines.
• Foster a collaborative, inclusive culture with strong succession planning and DIB.
• Identify, mitigate, and manage regulatory, financial, and reputational risks.

Skills

Executive leadership

Cross-functional collaboration

Strategic thinking

Regulatory & risk management

Education

Bachelor's Degree or military experience

Master’s Degree (preferred)

Job description

Capital One Card Operations seeks a Senior Director to lead servicing operations across multiple channels and locations, guiding a large-scale team through regulatory and risk considerations while driving customer experience, quality, and efficiency.

The role emphasizes executive leadership, cross-functional collaboration, and strategic transformation to deliver high-impact outcomes in a regulated environment.