Strategic Leader, Card Servicing Operations (Hybrid)

Capital One; Virginia; Hybrid; USD 230,000 - 262,000; Full time

Benefits offered by this job

Performance-based incentives

Job summary

Capital One is seeking a Senior Director of Card Servicing Operations in a hybrid role based in McLean, VA or Richmond, VA. The role leads 1,500–2,000 associates across multi-channel servicing, driving customer experience, quality, and efficiency while navigating regulatory requirements.

The position emphasizes strategic influence, cross-functional partnership with Product, Tech, and Design, and a focus on bias-free leadership, process simplification, and automation to deliver measurable

Qualifications

• Bachelor's degree or military experience required.
• 8+ years of high-volume operations experience.
• 5+ years of people management across multiple locations.
• 5+ years of process management, project management, or operational transformation experience.
• 5+ years overseeing regulatory requirements, compliance, or risk management.

Responsibilities

• Drive customer experience, quality, productivity, and efficiency across servicing operations while exceeding core KPIs.
• Spearhead enterprise initiatives to transform agent and customer experience through simplification, automation, and human-centered design.
• Distill strategic intent into tactical plans and drive horizontal operational outcomes across business lines.
• Build an inclusive, high-performing culture with strong succession planning and DIB focus.
• Foster robust risk governance with controls to mitigate operational, financial, regulatory, and reputational risks.

Skills

Operations leadership

Cross-functional collaboration

Process improvement

Regulatory/compliance

Change management

Education

Bachelor's degree or military experience

Master’s degree (preferred)

Job description

Capital One is seeking a Senior Director of Card Servicing Operations in a hybrid role based in McLean, VA or Richmond, VA. The role leads 1,500–2,000 associates across multi-channel servicing, driving customer experience, quality, and efficiency while navigating regulatory requirements.

The position emphasizes strategic influence, cross-functional partnership with Product, Tech, and Design, and a focus on bias-free leadership, process simplification, and automation to deliver measurable