Senior Manager, Operations Servicing Strategy

Capital One
Richmond, Virginia, United States
Jun 08, 2023
Jun 22, 2023
Full Time
West Creek 1 (12071), United States of America, Richmond, Virginia

Senior Manager, Operations Servicing Strategy

As a Senior Manager, Operations Servicing Strategy, you will be part of a smart, talented team responsible for transforming the customer and agent servicing experiences You will regularly integrate and influence multiple groups and be seen as a strong consultant by business partners in developing strategic capabilities and executing sustainable customer and agent experiences. You will educate and gain buy-in from key stak eholders to ensure the technology and processes deliver breakthrough business results and radically transform customer service.

On any given day you will be:

Leading Strategic Direction

  • Partnering closely with Line of Business leaders to ensure Operati ons is represented in the ideation, design and execution of their objectives through (1) Intent delivery and operational readiness (2) servicing strategy and (3) influencing their product roadmap through the delivery of insights and listening
  • Designs the s trategic programs and initiatives partnering with project and product teams to integrate the customer and agent design to develop processes that track progress, identify and address issues
  • Leading high impact transformation initiatives and change managemen t contributing to the overall outcomes, definition, scoping, design, and delivery


  • Creating over-arching roadmaps, in partnership with tech, product and intent teams with a focus on human centered design
  • Ensuring the product design is built fo r agents and customers
  • Creating and delivering presentations to senior management. Guiding and influencing senior management discussions and decisions

Leading Horizontally

  • Creating, establishing, and managing communications across teams to ensure optimal engagement of associates and leaders
  • Consulting with business partners to understand complex problems and focus on bringing issues to resolution, horizontal influence and leadership in a matrixed environment. Escalating road-blocks as necessary to meet tim elines. clarifying and defining transformation requirements / scope for cross-functional problems
  • Conducting independent research and analysis to solve ambiguous client problems. Working with transformation teams to develop recommendations to clients (e.g. , senior management and/or executives) enabling them to make key business decisions

Providing Operational Excellence

  • Responsibility for day-to-day operational aspects of the experience; participating in developing products, benefits definition, management of changes in the operational environment, and assigning and managing team accountabilities on an ongoing basis
  • Dist illing big picture intent into tactical requirements and implementation plans and executing process efficiency
  • Intimately understanding the heart of specific operations and represent the voice of that operation to multiple product teams and client stakeho lder groups

What skills you need to bring to the table :

Leadership- Influencing, challenging and enabling associates and leaders to significantly evolve and lead through change. Drive complex projects and programs by providing strategic direction and project management

Technical and Strategic- While you may not be a hard-core coder, you should have a solid understanding of the business trade-offs and how to get the most out of our technology. Further, you will be diving into problems with the Business Analysts, Ops leaders and Tech teams and they will think of you as an "honorary member of the guild" because you can speak their language

Curiosity- You ask why, you explore, and you're not afraid to come to the table with a totally new idea. Solving co mplex problems is what drives you and you like taking on new ones

Do- er - you have a bias towards action, try things and sometimes fail. You work in scaled agile frameworks and have iterative delivery with a focus on results

Communicator- You can commun icate and partner with your team and key stakeholders across all levels of the company to manage, inform and influence outcomes. They know your priorities and why you are doing what you are doing

Analytical- You're Not scared of numbers; instead you belie ve they help illuminate the truth

Customer-Centric- You lead with human centered design as the basis for decision making and influencing outcomes

Location: This role is hybrid, where you may be expected to be in the office for certain aspects of the role.

Basic Qualifications:

• High School Diploma, GED, or Equivalent Certification

• At least 5 years of experience in People Management

• At least 5 years of experience directing large scale process transformations or projects

• At least 3 years of experience in Strategic planning

• At least 3 years of Process OR Project Management experience in an operations environment, OR at least 3 years of Program Management experience in an operations environment

Preferred Qualifications:

• Process or Project Management certification such as Scaled Agile, Lean, or Project Management Professional

• At least 7 years of experience leading large scale process transformations or projects
• At least 7 years of experience in People Management
• At least 3 years of experience working with external partners or supplier management
• At least 3 years of experience designing customer and associates' experiences in an omni-channel environment
• At least 5 years delivering large scale transformational initiatives

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

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.

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