Senior Director, Horizontal Operations- Customer Resiliency Channels

Capital One
Richmond, Virginia
Jan 22, 2022
Jan 25, 2022
Full Time
Locations: VA - Richmond, United States of America, Richmond, Virginia

Senior Director, Horizontal Operations- Customer Resiliency Channels


The Sr. Director, Horizontal Operations will lead a large, geographically dispersed operations team that is dedicated to our mission to help customers with solutions that enable them to resolve delinquency status on their credit card. This role will be focused on leading agent servicing teams, handling front line and escalated Collections calls. This leader will work in close partnership with our business partners, extended operations, and internal complaints teams to deliver industry leading customer experiences. As Capital One continues to develop and deploy innovative solutions to keep customers on track and to improve their financial health, our Operations leaders play a critical role in influencing servicing capabilities and operationalizing new ideas in support of our Customer Resiliency strategy.

With these goals in mind, this senior leader will be held accountable to deliver customer satisfaction, increase net promoter scores, introduce innovative customer experiences, and deliver cost effectiveness and operational simplification in support of our Customer Resiliency strategic priorities. Importantly, he/she will deliver strong operating results and innovation while ensuring compliance with regulatory, legal, and other statutory requirements.

Capital One believes that front line employee (associate) engagement, company culture, coaching, and an inclusive work environment are essential ingredients to providing legendary service to customers. This is because of the direct connection between operating culture and the ability of that culture to create an environment where high touch customer service thrives - everyday. As such, the successful candidate will be an enlightened leader of large-scale teams with superior skills in communication, cultural stewardship, employee engagement and an ability to include and inspire people.


The Sr. Director, Horizontal Operations Lead will be responsible for the following:
  • Provide day-to-day leadership and management to a service organization that delivers excellent customer experiences. Lead, motivate, and inspire an organization of up to ~350 internal associates
  • Develop and manage a strong team of experienced operational and strategic leaders. Attract, recruit, and retain top talent that is mission-driven toward improvement.
  • Ensure the service experience for Capital One Customers includes a focus on efficiency and effectiveness in a manner that is empathetic to our customers unique situation.
  • Ensure key operational and customer performance targets are met (Customer Satisfaction, Associate Engagement, Net Promoter Score, Service Levels).

On any given day you will be:

Setting Strategic Direction
  • Partnering closely with 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
  • Sets the priorities for strategic programs initiatives partnering with project and product teams, to integrate the customer and agent design to develop processes that track progress, identify and address issues
  • Owning high impact transformation initiatives and change management contributing to the overall outcomes, definition, scoping, design, and delivery

  • Providing direction on the overarching roadmaps, in partnership with tech, product and intent teams with a focus on human centered design
  • Ensuring project design is built for agents and customers
  • 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 focuses 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
  • Overseeing 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
  • Ultimately be responsible 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
  • Distilling big picture intent into tactical requirements and implementation plan and executing process efficiency
  • Intimately understanding the heart of specific operations and represent the voice of that operation to your business partners

Basic Qualifications
  • Bachelor's degree or military experience
  • At least 8 years of experience in Consumer Financial Services OR at least 8 years of experience in Call Center Servicing
  • At least 8 years of experience in People Management
  • At least 7 years of Project Management experience in an operations environment OR at least 7 years of Program Management experience in an operations environment
  • At least 7 years of experience leading a 500+ associate geographically dispersed organization

Preferred Qualifications
  • Master's degree
  • Process or Project Management Certifications, e.g., Lean, Agile, Six Sigma
  • 15+ years of experience in consumer technology (software/online/mobile), consumer financial services or retail
  • 10+ years of experience in operations, call center and/or customer service leadership role
  • 10+ years of experience in developing scalable servicing platforms to accommodate all consumer types
  • 10+ years of experience leading process transformations or projects
  • 10+ 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 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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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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