Senior Manager, Hybrid Servicing Strategy & Transformation

Capital One; New York (NY); Hybrid; USD 179,000 - 204,000; Full time

Job summary

Capital One is seeking a Senior Manager, Operations Servicing Strategy, to drive strategic initiatives across customer and agent servicing experiences. You will partner with line-of-business leaders to ensure operations are represented in design, delivery, and product roadmaps, while guiding transformations and ensuring stakeholder buy-in.

You will lead high-impact programs, manage cross-functional communications, and translate strategic intent into tactical requirements to improve service

Qualifications

• Leadership: influence and enable associates and leaders through change and strategic direction.
• Technical and Strategic: understand business trade-offs and collaborate with analysts, ops and tech teams.
• Curiosity: ask why, explore and contribute new ideas to solve complex problems.
• Do-er: bias towards action, willing to try and learn.
• Communicator: partner with stakeholders to manage and influence outcomes.
• Analytical: use data to illuminate truth.
• Customer-Centric: design thinking guides decisions and outcomes.

Responsibilities

• Lead strategic direction by partnering with business leaders to drive ideation, design, and execution of servicing objectives.
• Influence the product and roadmaps through insights and stakeholder buy-in, delivering presentations to senior management.
• Lead horizontally by establishing cross-team communications and resolving issues across functions in a matrix environment.
• Provide operational excellence by managing day-to-day experiences, defining changes, and translating intent into actionable requirements.

Skills

Leadership

Technical and Strategic

Curiosity

Do-er

Communicator

Analytical

Customer-Centric

Job description

Capital One is seeking a Senior Manager, Operations Servicing Strategy, to drive strategic initiatives across customer and agent servicing experiences. You will partner with line-of-business leaders to ensure operations are represented in design, delivery, and product roadmaps, while guiding transformations and ensuring stakeholder buy-in.

You will lead high-impact programs, manage cross-functional communications, and translate strategic intent into tactical requirements to improve service