Senior Manager, Servicing Strategy & Transformation (Hybrid)

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

Job summary

Capital One in New York, NY seeks a Senior Manager, Operations Servicing Strategy to shape customer and agent servicing experiences through strategic programs and cross‑functional collaboration. You will translate business objectives into actionable roadmaps, influence product and tech teams, and lead transformation efforts with a focus on measurable outcomes and operational excellence.

The role demands strong leadership, change management, and the ability to synthesize data into clear

Qualifications

• 5+ years of people management experience
• 3+ years of strategic planning experience
• Experience directing process transformations or projects
• Hybrid work location in NYC or similar corporate setting

Responsibilities

• Lead strategic direction by translating business objectives into actionable roadmaps and enabling operational readiness.
• Influence senior management and cross-functional teams to secure buy-in and deliver customer and agent design improvements.
• Lead horizontal collaboration across teams, manage communications, and resolve cross-functional issues to meet timelines.
• Ensure day-to-day operational excellence, define requirements, and drive process efficiency across operations.

Skills

Leadership

Technical & Strategic

Curiosity

Do-er

Communicator

Analytical

Customer-Centric

Job description

Capital One in New York, NY seeks a Senior Manager, Operations Servicing Strategy to shape customer and agent servicing experiences through strategic programs and cross‑functional collaboration. You will translate business objectives into actionable roadmaps, influence product and tech teams, and lead transformation efforts with a focus on measurable outcomes and operational excellence.

The role demands strong leadership, change management, and the ability to synthesize data into clear