Sr. Manager, Operations Servicing Strategy (Hybrid)

Capital One; Chicago (IL); Hybrid; USD 149,000 - 170,000; Full time

Job summary

Capital One is seeking a Sr. Manager, Operations Servicing Strategy to transform customer and agent servicing experiences. The role involves leading strategic directions, cross-functional collaboration, and executive-level communication.

You will drive transformation initiatives, shape roadmaps with technology and product teams, and ensure servicing strategies align with business objectives. The position is hybrid, supported by senior leadership and requires 5+ years of people management and

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 and partner with business leaders to ensure operations are represented in ideation, design and execution.
• Design strategic programs with cross-functional teams to track progress and address issues.
• Lead high-impact transformation initiatives and change management efforts.
• Influence roadmaps with tech, product and intent teams focusing on human-centered design.
• Ensure product design serves both agents and customers.
• Present to senior management and guide executive decisions.
• Coordinate across teams to engage associates and leaders.
• Research and analyze to solve complex client problems and develop recommendations.
• Oversee day-to-day operational aspects of experience and manage changes.

Skills

Leadership

Strategic direction

Program management

Change management

Communication

Analytical thinking

Customer-centric mindset

Job description

Sr. Manager, Operations Servicing Strategy (Hybrid)

As a Senior Manager, Operations Servicing Strategy, you will be part of a smart, talented team responsible for transforming the customer and agent servicing experiences. You will regularly integrate and influence multiple groups and be seen as a strong consultant by business partners in developing strategic capabilities and executing sustainable customer and agent experiences. You will educate and gain buy-in from key stakeholders to ensure the technology and processes deliver breakthrough business results and radically transform customer service.

On any given day you will be:

• Leading Strategic Direction Partnering closely with Line of Business leaders to ensure Operations is represented in the ideation, design and execution of their objectives through (1) Intent delivery and operational readiness (2) servicing strategy and (3) influencing their product roadmap through the delivery of insights and listening.
• Designing the strategic programs and initiatives partnering with project and product teams to integrate the customer and agent design to develop processes that track progress, identify and address issues.
• Leading high impact transformation initiatives and change management contributing to the overall outcomes, definition, scoping, design, and delivery.
• Influencing Creating over-arching roadmaps, in partnership with tech, product and intent teams with a focus on human centered design.
• Ensuring the product design is built for agents and customers.
• Creating and delivering presentations to senior management.
• Guiding and influencing senior management discussions and decisions.
• Leading Horizontally creating, establishing, and managing communications across teams to ensure optimal engagement of associates and leaders.
• Consulting with business partners to understand complex problems and focus on bringing issues to resolution, horizontal influence and leadership in a matrixed environment.
• Escalating road-blocks as necessary to meet timelines.
• Clarifying and defining transformation requirements / scope for cross-functional problems.
• Conducting independent research and analysis to solve ambiguous client problems.
• Working with transformation teams to develop recommendations to clients (e.g., senior management and/or executives) enabling them to make key business decisions.
• Providing Operational Excellence: Responsibility for day-to-day operational aspects of the experience; participating in developing products, benefits definition, management of changes in the operational environment, and assigning and managing team accountabilities on an ongoing basis.
• Distilling big picture intent into tactical requirements and implementation plans and executing process efficiency.
• Intimately understanding the heart of specific operations and represent the voice of that operation to multiple product teams and client stakeholder groups.

What skills you need to bring to the table:

• Leadership- Influencing, challenging and enabling associates and leaders to significantly evolve and lead through change.
• Drive complex projects and programs by providing strategic direction and project management.
• Technical and Strategic- While you may not be a hard-core coder, you should have a solid understanding of the business trade-offs and how to get the most out of our technology. Further, you will be diving into problems with the Business Analysts, Ops leaders and Tech teams and they will think of you as an "honorary member of the guild" because you can speak their language.
• Curiosity- You ask why, you explore, and you’re not afraid to come to the table with a totally new idea. Solving complex problems is what drives you and you like taking on new ones.
• Do-er- you have a bias towards action, try things and sometimes fail. You work in scaled agile frameworks and have iterative delivery with a focus on results.
• Communicator- You can communicate and partner with your team and key stakeholders across all levels of the company to manage, inform and influence outcomes. They know your priorities and why you are doing what you are doing.
• Analytical- You're Not scared of numbers; instead you believe they help illuminate the truth.
• Customer-Centric- You lead with human centered design as the basis for decision making and influencing outcomes.

Location: This role is hybrid, where you will be expected to spend 3 days per week working in office and the remainder of the week working virtually.

Basic 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.

Preferred Qualifications:

• Process or project management certification such as Scaled Agile, Lean, or Project Management Professional.
• 6+ years of experience in people management.
• 6+ years of experience directing process transformations or projects.
• 4+ years of experience in strategic planning.

Chicago, IL: $149,000 - $170,000 for Senior Manager, Operations Servicing Strategy

McLean, VA: $163,900 - $187,100 for Senior Manager, Operations Servicing Strategy

New York, NY: $178,800 - $204,100 for Senior Manager, Operations Servicing Strategy

Plano, TX: $149,000 - $170,000 for Senior Manager, Operations Servicing Strategy

Richmond, VA: $149,000 - $170,000 for Senior Manager, Operations Servicing Strategy

Wilmington, DE: $149,000 - $170,000 for Senior Manager, Operations Servicing Strategy

Candidates hired to work in other locations will be subject to the pay range associated with that location, and the actual annualized salary amount offered to any candidate at the time of hire will be reflected solely in the candidate’s offer letter.

This role is also eligible to earn performance based incentive compensation, which may include cash bonus(es) and/or long term incentives (LTI). Incentives could be discretionary or non discretionary depending on the plan.

Capital One offers a comprehensive, competitive, and inclusive set of health, financial and other benefits that support your total well-being. Learn more at the Capital One Careers website. Eligibility varies based on full or part-time status, exempt or non-exempt status, and management level. This role is expected to accept applications for a minimum of 5 business days.

Capital One will consider for employment qualified applicants with a criminal history in a manner consistent with the requirements of applicable laws regarding criminal background inquiries, including, to the extent applicable, Article 23-A of the New York Correction Law; San Francisco, California Police Code Article 49, Sections 4901-4920; New York City's Fair Chance Act; Philadelphia's Fair Criminal Records Screening Act; and other applicable federal, state, and local laws and regulations regarding criminal background inquiries.

Capital One Financial is made up of several different entities. Please note that any position posted in Canada is for Capital One Canada, any position posted in the United Kingdom is for Capital One Europe and any position posted in the Philippines is for Capital One Philippines Service Corp. (COPSSC).

At Capital One, we’re building a leading information-based technology company. Still founder-led by Chairman and Chief Executive Officer Richard Fairbank, Capital One is on a mission to help our customers succeed by bringing ingenuity, simplicity, and humanity to banking. We measure our efforts by the success our customers enjoy and the advocacy they exhibit.