Senior Department Manager CAO (Customer Advocacy Office)

Employer
Capital One
Location
Richmond, Virginia, United States
Posted
Jan 21, 2023
Closes
Feb 20, 2023
Ref
R163194
Function
Finance
Hours
Full Time
Locations: VA - Richmond, United States of America, Richmond, Virginia

Senior Department Manager CAO (Customer Advocacy Office)

Senior Department Manager CAO (Customer Advocacy Office)

Do these statements describe you? If so, please consider this role!
  • You thrive in service recovery, when something goes wrong you elevate and understand the experience to make it right
  • Your ideal work style includes new challenges every day, making connections, leading operations
  • You take pride in delivering high-impact work that allows your team to grow & develop with a clear sense of purpose
  • You enjoy seeking and actioning stakeholder feedback
  • You get excited about using technology to solve problems while making connections that make work easier to get right
  • You enjoy leading a high-performing team toward great results


The Customer Advocacy Operations team is seeking a senior leader to oversee day to day operations in some of our most critical service recovery complaints. We are looking for a leader who will run a best in class operation, while also reimagining how we talk and think about our complaints environment. This role includes leading leaders, so having proven experience as a people manager is critical.

A great candidate is someone who understands operations, setting and achieving goals, and connecting our team of unbelievable associates to our vision of taking care of our customers. We are looking for someone that can help steward and tell the story for Customer Advocacy Office operations, and the horizontal impacts our operations team can have across the broader Card Channels organization. This means understanding data, and the needs for next-level documentation and data integrity. This puts the candidate in a position to build their network across a diverse set of business partners, elevating the awareness and understanding of how we are handling complaints, and what we are learning from them.

Specifically this role will be responsible for:
• Manage back-office operations
• Leadership of back-office management team
• Coach, develop, mentor direct reports
• Lead and manage projects and initiatives
• Manage up to 5 people

Leads a substantial, internal back-office operation consisting of multiple business units. Partners with suppliers to drive performance and enable new or improved functionality. Builds, implements and leads department strategies.

Basic Qualifications:
• High School Diploma, GED or Equivalent Certification
• At least 2 years of experience in Operations
• At least 2 years of experience in People Management

Preferred Qualifications:
• Bachelor's Degree in Business, Organizational Behavior, Process Management, Human Resources or Mathematics
• At least 5 years of experience in Operations
• At least 5 years of experience in People Management

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 in the workplace. Capital One promotes a drug-free workplace.

All qualified applicants will receive consideration for employment without regard to gender, race, color, age, national origin, religion, disability, genetic information, marital status, sexual orientation, gender identity/assignment, citizenship, pregnancy or maternity, protected veteran status, or any other status protected by applicable national, federal, state or local law.

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; Newark, New Jersey Ordinance 12-1630; and other applicable federal, state, and local laws and regulations regarding criminal background inquiries.

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.

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 RecruitingAccommodation@capitalone.com . 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 Careers@capitalone.com

Capital One does not provide, endorse nor guarantee and is not liable for third-party products, services, educational tools or other information available through this site.

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).