Design Program/Operations Manager

Capital One
Plano, Texas
Aug 14, 2022
Sep 09, 2022
Full Time
Locations: TX - Plano, United States of America, Plano, Texas

Design Program/Operations Manager

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. We are succeeding because they are succeeding.

Guided by our shared values, we thrive in an environment where collaboration and openness are valued. We believe that innovation is powered by perspective and that teamwork and respect for each other lead to superior results. We elevate each other and obsess about doing the right thing. Our associates serve with humility and a deep respect for their responsibility in helping our customers achieve their goals and realize their dreams. Together, we are on a quest to change banking for good.

We are currently seeking a Research Operations Manager to join our team. We are passionate about keeping our design teams well managed so that they can deliver world-class products that redefine our customers' day-to-day financial activities.

The Design team at Capital One is at the forefront of enriching our customers' digital and physical experiences. We champion a thriving environment of collaboration, authenticity, and healthy critique, in which we honor diversity of thought, create a culture of belonging, and elevate one another. If you're an innovator and storyteller who embraces an environment where you can experiment, learn, and change banking for good, we would love to hear from you.

What You'll Do:

You'll be asked to handle a variety of responsibilities, including:

Portfolio Strategy for Research Operations
  • Identifying, standardizing and scaling research operations best practices, specifically with respect to research manage and overall metrics and reporting
  • Designing, streamlining and automating organization-wide research operational processes to simplify and enable associates and leaders to focus on their work
  • Driving momentum by creating transparency to the overall research & research operations portfolio
  • Creating and overseeing organizational feedback mechanisms to understand operational process inefficiencies and pain points related to research processes
  • Tracking effectiveness of operating standards and research management activities, identifying opportunities for increasing awareness, proactive support for product teams, training in research best practices & design leadership alignment of research in flight
  • Building and maintaining all research operations metrics (including active and strategic research), reporting, feedback and routines:
  • Reporting on the portfolio of work, organizational health and satisfaction to stakeholders, design leaders, top of house & teams
  • Coordinating and facilitating operational activities and events, specifically identifying ongoing educational, awareness gaps, designer and researcher training and tool management
  • Establish the required cadences, templates, routines & systems for sprint planning across both operational research and active research, proactively gathering intake of work or potential work
  • Be comfortable working at all levels of zoom, from influencing portfolio strategy to task execution

Collaboration & Connection
  • Establish research mechanism standardization for lines of business GSD processes, proactively identifying gaps in adoption, needs in awareness and training & continual collaboration with command centers
  • Partnering with design leads, partners and teams to coordinate and prioritize resources and the portfolio of cross-organization work
  • Building and maintaining strong working relationships by collaborating with design leads, product, command center and tech partners to uncover operational needs for research operations
  • Developing and deploying a communications and education strategy for research operational changes, including tool usage, research insights library iterations & opportunities to increase the maturity of research awareness in partners, designers & tech teams

Tools & Systems
  • Maintain, improve and iterate on the research operational systems (insight index, insider community, testing licenses etc) strategic value to partners through education, development of new practices, feedback mechanisms and tracking usage & compliance
  • Identify the resourcing, development and skillsets required for improving the tools and systems used in research operations and by researchers
  • Manage the licensing needs, access, seat requirements, education & budgeting required for supporting and scaling user research tools for the organization

Leading & Developing Teams
  • Support and socialize those systems, processes, and rituals within your portfolio team
  • Identify best practices and create documentation, templates, and resources
  • Develop direct reports through mentoring, coaching, and performance management
  • Guide team members in strategy, alignment, process improvement, and change management
  • Monitor team and individual capacity, enablement, and energy levels to create a full view of the team's wellbeing, establishing reporting requirements with the active research lead
  • Building and leading successful teams by mentoring, coaching, and elevating others
  • Guiding team members in strategy, research, alignment, analysis, process improvement, and change management
  • Navigating conflict resolution within your team as well as within projects, teams and partner relationships
  • Participate in hiring by reviewing resumes, conducting interviews and attending consensus

Discovery & Delivery
  • Leading the strategic and tactical prioritization of research operations supporting initiatives and workflows
  • Guiding and managing changes to scope, design, and delivery schedules to meet business needs with available resources
  • Maintaining a well-managed design team and project oversight by:
  • Overseeing and managing team structure (e.g., hiring and onboarding employees, managing contractors and vendors, balancing attrition)
  • Planning and managing budgets, forecasting, and scoping new engagements
  • Identifying and managing risks and mitigation plans
  • Reporting on the portfolio of work to stakeholders. This may include reporting on workflow, scope, resourcing, forecasting, and value of design
  • Overseeing overall portfolio health and team satisfaction

Basic Qualifications

  • At least 5 years of experience with program management, project management, producing, or scrum

Preferred Qualifications

  • Comfortable managing cross-channel experiences
  • Comfortable working with Product and Tech partners
  • Experience managing multiple large teams and portfolios of work
  • Familiarity working with design or creative teams

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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