Manager, Talent Acquisition End User Services Operations

Capital One
McLean, Virginia
Jun 18, 2022
Jul 18, 2022
Full Time
Center 1 (19052), United States of America, McLean, Virginia

Manager, Talent Acquisition End User Services Operations

As the Manager, End User Services Operations Manager in our Talent Acquisition Shared Services organization, you will lead an innovative and talented team that enables effectiveness and regulatory compliance of recruiter process and systems utilization as well as provide candidate process and technical support via a centralized careers help desk function.

This is an operations management role, supporting 5 countries, with the Workday applicant tracking system serving as the foundational platform. The individual in this position will partner across recruitment teams, HR (i.e., Compensation, Associate Relations, HR Help Center, etc.) and the Talent Acquisition Shared Services functions (i.e.,Risk, Selection, Assessment, Applicant Tracking System, etc) to continuously evaluate and enhance the recruiter and candidate experience throughout the Capital One Joining Experience. The End User Services Manager manages the team which maintains the Capital One Careers and Recruitment Accommodations mailboxes, performs applicant tracking system troubleshooting and User Acceptance Testing, informs process and systems enhancements, training and compliance measures, and serves as a contributing subject matter expert for HR and recruitment strategies. This critical role runs the engine that keeps the recruiting process well-managed and user friendly.

Primary Responsibilities:
  • Provide exceptional people leadership to a multi-level/layered (e.g., Principal Coordinator - Principal Associate), geographically-dispersed (e.g., Richmond, Plano, McLean)
  • Develop and maintain a deep understanding of the end-to-end processes within the Joining Capital One Experience, inclusive of upstream and downstream dependencies
  • Utilize Workday test environments to oversee and/or perform User Acceptance Testing and troubleshooting recruiting system issues
  • Cohesively partner with leaders and subject matter experts across the enterprise to provide solution-oriented, Workday consultation on various HR initiatives
  • Create and maintain inventory of systems job aids, work instructions and email template responses
  • Support audits and risk mitigation efforts
  • Consult and advise on system enhancements and access controls
  • Oversee the disability recruitment accommodation process
  • Influence senior leadership for buy-in of remediation recommendations

The ideal candidate:
  • is passionate about people leadership and able to maintain strong interpersonal relationships across a geographically dispersed team,
  • has a drive for operational excellence
  • excels in a collaborative team environment
  • is excited to operate in ambiguity and comfortable navigating white space
  • can proactively and autonomously identify and solve large, complex problems,
  • possess the ability to not only adapt to change quickly, but also lead through the change with positivity
  • has prior experience implementing structure and governance where it previously did not exist, and
  • has outstanding communication skills with prior experience influencing leaders

Basic Qualifications:
  • Bachelor's Degree, or military experience
  • At least 3 to 5 years of process OR project management experience
  • At least 2 years of people leadership experience
  • At least 2 years of experience in a Human Resources OR Talent Acquisition role
  • At least 2 year of recruitment end user support, call center operations, back office or HR operations experience
  • At least 1 year of applicant tracking systems testing or implementation

Preferred Qualifications:
  • 1+ year of Workday Recruiting experience testing or implementation
  • 1+ year of recruiting experience
  • 1+ year of training or 1+ year of communications experience
  • 1+ year of Salesforce CRM and reporting experience
  • 2+ years of recruitment process end user support (internal and external applicants, hiring manager and recruiter) support
  • Recruitment process audit and compliance experience
  • Professional Human Resources Certification

At this time, Capital One will not sponsor a new applicant for employment authorization for this position

No agencies please. Capital One is an Equal Opportunity Employer committed to diversity and inclusion in the workplace. All qualified applicants will receive consideration for employment without regard to sex, race, color, age, national origin, religion, physical and mental disability, genetic information, marital status, sexual orientation, gender identity/assignment, citizenship, pregnancy or maternity, protected veteran status, or any other status prohibited by applicable national, federal, state or local law. Capital One promotes a drug-free workplace. 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.

If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation, please contact Capital One Recruiting at 1-800-304-9102 or via email at . All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations.

For technical support or questions about Capital One's recruiting process, please send an email to

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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).

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