Senior Manager, Servicing Strategy & Transformation (Hybrid)

Capital One; Wilmington (DE); Hybrid; USD 149,000 - 170,000; Full time

Job summary

Capital One is seeking a Sr. Manager in Operations Servicing Strategy in a hybrid setting (3 days in office). The role focuses on shaping servicing strategies, leading transformative initiatives, and aligning product roadmaps with customer and agent needs.

You will partner with business leaders, drive strategic programs, and influence senior management decisions while delivering operational excellence and change management across multiple teams.

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

• Lead strategic direction by partnering with Line of Business leaders to ensure Operations is represented in ideation, design and execution of objectives.
• Design strategic programs with project and product teams integrating customer and agent design to track progress and address issues.
• Guide high impact transformation initiatives and change management from scoping to delivery.
• Create roadmaps with tech/product/intent teams focusing on human-centered design.
• Ensure product design is built for agents and customers, and communicate with senior management.

Skills

Leadership

Strategic thinking

Curiosity

Execution

Communication

Analytical

Customer-centric

Education

High School Diploma or GED

Process/Project management certification (Scaled Agile/Lean/PMP)

Job description

Capital One is seeking a Sr. Manager in Operations Servicing Strategy in a hybrid setting (3 days in office). The role focuses on shaping servicing strategies, leading transformative initiatives, and aligning product roadmaps with customer and agent needs.

You will partner with business leaders, drive strategic programs, and influence senior management decisions while delivering operational excellence and change management across multiple teams.