Senior Operations Manager – Repossession Operations

Jobtailor; Plano (TX); On-site; USD 120,000 - 180,000; Full time

Job summary

Capital One Auto in Plano, TX is seeking an experienced Operations Leader to drive performance across a large repo-related portfolio and lead 200-300 FTE through high-impact, cross-functional initiatives. You will manage customer contact, escalations, and complex back-office processes while partnering with legal, risk, and vendor teams to execute the business roadmap.

Ideal candidates bring extensive leadership in collections, impounds, reinstate­ments, skip tracing, and compliance.

Qualifications

• Bachelor's degree or military experience preferred.
• High School Diploma or GED required.
• 7+ years financial industry experience.
• 10+ years of people leadership experience.
• 5+ years of vendor management experience.
• 3+ years using Microsoft Office or Google Suite.
• Experience overseeing and running large flat- or multi-functional operations.
• Experience coaching mid-level managers and 200-300 FTE operations.
• Experience in collections, impounds, reinstatements, skip tracing, legal processes, risk management, and vendor management.
• Proven ability to build highly engaged, high-performing teams across functions.
• Able to work remotely and in-person with self-motivation and discipline.
• Superior relationship-building and written/verbal communication skills.
• Travel availability 5-15% and no sponsorship for new employment.

Responsibilities

• Drive performance across Capital One Auto's portfolio of repo-eligible and recently repossessed customers.
• Lead customer-facing teams and back-office support functions.
• Directly manage leaders supporting customer contact and escalations, collections, reinstatements, impounds, skip tracing, legal processes, vendor management, and complaint management.
• Drive operational excellence and partner with other job families and vendors to improve performance and roadmap outcomes.
• Oversee performance, compliance, and engagement across 200-300 FTE, including internal Associates, offshore labor, and third-party suppliers.
• Manage, lead, coach, and develop leaders and cross-functional teams.
• Recruit, onboard, and maintain relationships with external vendors.
• Monitor vendor, agent, team, and portfolio performance using KPIs.
• Ensure processes are well managed and comply with applicable laws and regulations.
• Engage with law firms and ensure Capital One is represented in court.
• Troubleshoot and resolve escalated customer, agent, and internal department issues.
• Analyze data to identify trends, coverage gaps, and cost-saving opportunities.
• Collaborate with Loss Mitigation, Legal, Operations, technology, data, analyst, product, and other cross-functional teams to streamline processes, solve problems, influence change, and drive business strategy.
• Occasionally visit vendors, attend conferences, and attend court hearings.

Skills

People Leadership

Vendor Management

Operational Excellence

Data Analysis

Relationship-Building

Written Communication

Verbal Communication

Presentation Skills

Self-Motivation

Education

Bachelor's Degree

High School Diploma

GED

Military Experience

Tools

Microsoft Office

Google Suite

Job description

Responsibilities

• Drive performance across Capital One Auto's portfolio of repo-eligible and recently repossessed customers
• Lead customer-facing teams and back-office support functions
• Directly manage leaders supporting customer contact and escalations, collections, reinstatements, impounds, skip tracing, legal processes, vendor management, and complaint management
• Drive operational excellence and partner with other job families and vendors to improve performance and business roadmap outcomes
• Oversee performance, compliance, and engagement across 200-300 FTE, including internal Associates, offshore labor, and third-party suppliers
• Manage, lead, coach, and develop leaders and cross-functional teams
• Recruit, onboard, and maintain relationships with external vendors
• Monitor vendor, agent, team, and portfolio performance using KPIs
• Ensure processes are well managed and comply with applicable laws and regulations
• Engage with law firms and ensure Capital One is represented in court
• Troubleshoot and resolve escalated customer, agent, and internal department issues
• Analyze data to identify trends, coverage gaps, and cost-saving opportunities
• Collaborate with Loss Mitigation, Legal, Operations, technology, data, analyst, product, and other cross-functional teams to streamline processes, solve problems, influence change, and drive business strategy
• Occasionally visit vendors, attend conferences, and attend court hearings

Requirements

• High School Diploma, GED or equivalent certification
• At least 7 years of financial industry experience
• At least 10 years of people leadership experience
• At least 7 years of experience managing a team of people leaders
• At least 5 years of vendor management experience
• At least 3 years of experience using Microsoft Office or Google Suite
• Extensive experience overseeing and effectively running numerous complex customer-facing and back-office processes simultaneously
• Experience coaching and developing mid-level managers and overseeing large-scale operations of 200-300 FTE
• Experience in people leadership, collections, impounds, reinstatements, replevin, skip tracing, legal processes, risk management, process management, complaints and escalations, workflow management, vendor management, and auto servicing
• Demonstrated ability to develop and maintain highly engaged, high-performing teams across multiple functions and departments
• Ability to work remotely and in-person independently with self-motivation and discipline
• Superior relationship-building skills
• Exceptional written, verbal, and presentation skills
• Bachelor's Degree or military experience (preferred)
• At this time, Capital One will not sponsor a new applicant for employment authorization for this position
• Must be open and available to travel 5-15%

Core Competencies

Demonstrates extensive experience in managing large-scale operations, vendor management, and leading cross-functional teams. Proven ability to drive performance, compliance, and operational excellence in the financial industry.

Highest-signal resume keywords

• People Leadership
• Vendor Management
• Operational Excellence
• Financial Industry Experience
• Data Analysis

Hard Skills

• Vendor Management
• Process Management
• Collections
• Skip Tracing
• Legal Processes
• Risk Management
• Microsoft Office
• Google Suite
• Coaching and Development
• Performance Monitoring

Soft Skills

• Relationship-Building
• Written Communication
• Verbal Communication
• Presentation Skills
• Self-Motivation

Certifications & Qualifications

• High School Diploma
• GED
• Bachelor's Degree (Preferred)

Industry Keywords

• Auto Servicing
• Customer-Facing Processes
• Back-Office Processes
• Engagement
• Compliance
• Escalations
• Reinstatements
• Impounds
• Workflow Management
• FTE Management