Senior Operations Servicing Strategy Lead

Capital One Group; McLean (VA); Hybrid; USD 164,000 - 187,000; Full time

Job summary

Capital One’s Horizontal Servicing OSS team seeks a senior leader to drive transformation across the US Card Servicing footprint. You will guide strategic roadmaps, mentor a small team, and partner with analysts, product and operations to leverage data and technology in service delivery.

Hybrid role in McLean, VA, with on-site requirements. You will influence partners, manage programs, and deliver human-centered, scalable solutions that improve customer service and operational efficiency.

Qualifications

• Minimum 5 years delivering transformational initiatives.
• Minimum 5 years directing process transformations or projects.
• Minimum 3 years of experience in people management.
• Minimum 3 years of experience in strategic planning.

Responsibilities

• Identify and drive transformation improvements across the US Card Servicing footprint.
• Lead the development of strategic roadmaps to harness platform capabilities for a global operational workforce.
• Lead a team of ~3-5 associates across multiple job families including process and OSS.
• Collaborate with analysts, product and operations teams to leverage data and technology to improve service tools.
• Strengthen analytical and critical thinking to unlock transformational solutions for the Card servicing ecosystem.

Skills

Leadership

Tech Fluency

Curiosity

Results Focus

Communication

Analytical

Customer-Centric

Operational Excellence

Education

Bachelor's degree or military experience

PMP, Lean, Agile or Six Sigma certification

Job description

Capital One’s Horizontal Servicing OSS team seeks a senior leader to drive transformation across the US Card Servicing footprint. You will guide strategic roadmaps, mentor a small team, and partner with analysts, product and operations to leverage data and technology in service delivery.

Hybrid role in McLean, VA, with on-site requirements. You will influence partners, manage programs, and deliver human-centered, scalable solutions that improve customer service and operational efficiency.