Strategic Operations Lead - Servicing & Transformation

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

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