Senior Manager, Servicing Strategy & Transformation (Hybrid)

Capital One; Richmond (VA); Hybrid; USD 149,000 - 170,000; Full time

Job summary

Capital One in Richmond, VA is seeking a Sr. Manager, Operations Servicing Strategy for a hybrid role. You will lead strategic direction, influence product roadmaps with insights, and partner with lines of business to deliver exceptional customer and agent experiences.

The role emphasizes humans-centered design, cross-functional collaboration, and change management to transform servicing operations. You will mentor teams, present to senior management, and drive durable process improvements while

Qualifications

• High School Diploma, GED, or equivalent certification.
• At least 5 years of experience in people management.
• At least 5 years of experience directing process transformations or projects.
• At least 3 years of experience in strategic planning.

Responsibilities

• Leading Strategic Direction: partner with LOBs to represent Operations in ideation, design and execution of objectives; deliver insights; influence product roadmap.
• Influencing: create roadmaps with tech, product and intent teams; ensure design benefits customers and agents; present to senior management.
• Leading Horizontally: establish cross-team communications; consult with business partners to resolve issues; conduct independent research for recommendations.
• Providing Operational Excellence: manage day-to-day operational experience; translate intent into tactical requirements; understand operation voice for product teams.

Skills

Leadership

Strategic thinking

Communication

Analytical

Customer-centric

Curiosity

Do-er

Education

High School Diploma, GED, or equivalent certification

5+ years of people management

5+ years directing process transformations or projects

3+ years strategic planning

Job description

Capital One in Richmond, VA is seeking a Sr. Manager, Operations Servicing Strategy for a hybrid role. You will lead strategic direction, influence product roadmaps with insights, and partner with lines of business to deliver exceptional customer and agent experiences.

The role emphasizes humans-centered design, cross-functional collaboration, and change management to transform servicing operations. You will mentor teams, present to senior management, and drive durable process improvements while