Senior Manager, Operations Servicing Strategy (Hybrid)

Capital One; Richmond (VA); Hybrid; USD 60,000 - 80,000; Full time

Job summary

Join a forward-thinking company as a Senior Manager in Operations Servicing Strategy, where you'll lead transformative initiatives to enhance customer and agent experiences. This role involves collaborating with various teams to design and implement strategic programs, ensuring operational readiness and influencing product roadmaps. With a focus on human-centered design, you'll be responsible for driving change and delivering impactful results. If you're a strategic thinker with a passion for problem-solving and leadership, this opportunity is perfect for you to make a significant impact in a dynamic environment.

Qualifications

• 3+ years of experience in People Management and Strategic Planning.
• Experience in directing process transformations or projects.

Responsibilities

• Lead strategic direction and operational excellence initiatives.
• Influence and create roadmaps for product design and customer experience.

Skills

Leadership

Project Management

Technical Understanding

Analytical Skills

Communication

Customer-Centric Design

Curiosity

Agile Frameworks

Education

High School Diploma or Equivalent

Tools

Scaled Agile

Lean

PMP Certification

Job description

Senior Manager, Operations Servicing Strategy (Hybrid)

As a Senior Manager, Operations Servicing Strategy, you will be part of a smart, talented team responsible for transforming the customer and agent servicing experiences. You will regularly integrate and influence multiple groups and be seen as a strong consultant by business partners in developing strategic capabilities and executing sustainable customer and agent experiences. You will educate and gain buy-in from key stakeholders to ensure the technology and processes deliver breakthrough business results and radically transform customer service.

On any given day you will be:

Leading Strategic Direction

• Partnering closely with Line of Business leaders to ensure Operations is represented in the ideation, design and execution of their objectives through (1) Intent delivery and operational readiness (2) servicing strategy and (3) influencing their product roadmap through the delivery of insights and listening.
• Designing the strategic programs and initiatives partnering with project and product teams to integrate the customer and agent design to develop processes that track progress, identify and address issues.
• Leading high impact transformation initiatives and change management contributing to the overall outcomes, definition, scoping, design, and delivery.

Influencing

• Creating over-arching roadmaps, in partnership with tech, product and intent teams with a focus on human centered design.
• Ensuring the product design is built for agents and customers.
• Creating and delivering presentations to senior management. Guiding and influencing senior management discussions and decisions.

Leading Horizontally

• Creating, establishing, and managing communications across teams to ensure optimal engagement of associates and leaders.
• Consulting with business partners to understand complex problems and focus on bringing issues to resolution, horizontal influence and leadership in a matrixed environment. Escalating road-blocks as necessary to meet timelines, clarifying and defining transformation requirements/scope for cross-functional problems.
• Conducting independent research and analysis to solve ambiguous client problems. Working with transformation teams to develop recommendations to clients (e.g., senior management and/or executives) enabling them to make key business decisions.

Providing Operational Excellence

• Responsibility for day-to-day operational aspects of the experience; participating in developing products, benefits definition, management of changes in the operational environment, and assigning and managing team accountabilities on an ongoing basis.
• Distilling big picture intent into tactical requirements and implementation plans and executing process efficiency.
• Intimately understanding the heart of specific operations and representing the voice of that operation to multiple product teams and client stakeholder groups.

What skills you need to bring to the table:

Leadership: Influencing, challenging and enabling associates and leaders to significantly evolve and lead through change. Drive complex projects and programs by providing strategic direction and project management.

Technical and Strategic: While you may not be a hard-core coder, you should have a solid understanding of the business trade-offs and how to get the most out of our technology. You will be diving into problems with the Business Analysts, Ops leaders and Tech teams.

Curiosity: You ask why, you explore, and you’re not afraid to come to the table with a totally new idea. Solving complex problems is what drives you and you like taking on new ones.

Do-er: You have a bias towards action, try things and sometimes fail. You work in scaled agile frameworks and have iterative delivery with a focus on results.

Communicator: You can communicate and partner with your team and key stakeholders across all levels of the company to manage, inform and influence outcomes.

Analytical: You're not scared of numbers; instead, you believe they help illuminate the truth.

Customer-Centric: You lead with human centered design as the basis for decision making and influencing outcomes.

Location: This role is hybrid, where you will be expected to spend about half of your working time in the office and half working virtually.

Basic Qualifications:

• High School Diploma, GED, or Equivalent Certification

• At least 3 years of experience in People Management

• At least 3 years of experience directing process transformations or projects

• At least 3 years of experience in Strategic planning

Preferred Qualifications:

• Scaled Agile, Lean, or PMP certifications

• 4+ years of experience directing process transformations or projects

• 4+ years of experience in People Management

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

This role is expected to accept applications for a minimum of 5 business days. No agencies please. Capital One is an equal opportunity employer committed to diversity and inclusion in the workplace.