West Creek 2 (12072), United States of America, Richmond, Virginia

Senior Manager, Operations Servicing Strategy: Card Delivery Solutions

The Capital One Card Delivery Solutions team is looking to fill the position of Senior Manager, Operations Servicing Strategy to lead the Intent Delivery function. You will be responsible for managing the pipeline of new and changing Intent for physical card and welcome kit collateral projects. In addition this role will look to transform the card in hand experience through innovation in Card Manufacturing and Personalization capabilities to enable best in class Card Delivery Solutions. You will regularly integrate and influence multiple groups internally and externally and be seen as a strong consultant by business partners in developing strategic capabilities and executing sustainable customer and associate experiences. You will educate and gain buy-in from key stakeholders to ensure the supply chain, technology and processes deliver breakthrough business results and radically transform to exceed ever changing customer expectations.

On any given day you will be:

Leading Internal Lines of Business (LOB) Partner relationships and project prioritization

• Partnering closely with LOB leaders, marketing and creatives teams to influence and support growth/new product launch initiatives across US Card organizations. This includes US Card Branded, Co-Branded, Retail Partnership and Small Business LOB's
  
• Own and lead the project pipeline, Intent Deliver lead resourcing/team and project prioritization for the Card Delivery Function
  
• Develop strong relationships across the Industry and with internal customers to drive the strategic roadmap for future innovation. You will lead your team to get in front of future customer needs and influence the technology investments needed to realize key leverage points in the card welcome experience of the future
  

Leading Strategic Direction

• Partnering closely with Line of Business leaders to ensure Operations 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 strategic 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 management contributing to the overall outcomes, definition, scoping, design, and delivery
  

Influencing

• Creating over-arching roadmaps, in partnership with LOB's, tech and product with a focus on human centered design
  
• Ensuring the product design is built for associate and customer ease
  
• 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 timelines. 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
  
• Distilling 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 stakeholder 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 complex problems is what drives you and you like taking on new ones

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 communicate 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 believe they help illuminate the truth

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

Basic Qualifications:

• Bachelors Degreeor military experience
  
• At least 5 years of experience in People Management
  
• At least 3 years of experience directing large scale process transformations or projects
  
• At least 2 years of experience in Strategic planning
  

Preferred Qualifications:

• At least 7 years of experience in People Management
  
• Process or Project Management certification (i.e. Scaled Agile, Lean, PMP)
  
• 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.

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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