Capital One Director Head Capital One Travel Servicing & Operations 

United States, Virginia, Richmond 

526537809

That’s where you come in - we are looking for a leader with extensive experience in the travel industry to be the Head of Capital One Travel Servicing & Operations. Obsessing over the customer experience and impact in all we do should be in your DNA, along with a visionary operations servicing mindset and exceptional well managed judgment. This leader will need to be the tip of the spear in delivering world class servicing to our card holders. You will need to be strategic, a creative problem solver, and ruthless in their pursuit of improving our customers’ servicing experiences. You will need to have SME in how call centers are managed, but will primarily be focused on driving the strategic vision for servicing that will help us achieve key business and customer outcomes. You will also provide critical leverage in overseeing several cross functional initiatives ensuring delivery, as well as effective communication across stakeholders. You will need to possess a strong intellect and have a proven track record of influencing with excellent verbal and written communication skills, and working with a senior management team.

General Responsibilities:

• Drive transformational improvements in the operations and customer experience / process

• Lead and deliver the most critical operations servicing initiatives to further enable agent enablement and operational efficiency

• Cast vision for innovation in servicing excellence and build an inventory of the highest leverage process enhancements or automations that accelerate scale of the business

• Build and lead a team of high performing associates to deliver on key results

• Ensure programs and projects are being delivered on time and on budget within a challenging environment while simultaneously managing risk

• Partnering cross-functionally with stakeholders and external partners to provide strategic and tactical thought partnership to effectively drive business outcomes

• Oversee and manage scaling the agent enablement functions to include onboarding, training, learning, and knowledge management

• Manage and own risk issues discovery and remediation resolutions

• Effectively advocate for and represent the voice of customers (internal and external) to influence organizational objectives, roadmaps and the overall customer experience

• Apply strong communication skills to influence business decisions and inspire breakthrough results

• Regularly and systematically use data to uncover opportunities, track process performance, and influence decision making

• Perform regular analysis of results and subsequent drivers to identify and implement continuous improvement efforts

The ideal candidate will demonstrate a proven track record of:

• Strong business judgment, leadership, and integrity: Be a tenacious decision maker, able to bring a healthy, aggressive, yet responsible risk-based approach to business

• Strong communication skills: Impeccable written and oral communication credentials, coupled with strategic influencing skills and the ability to drive agreement through intellect, interpersonal and negotiation skills

• Operational excellence: Proven track record of excellent program management, bringing the ability to quickly put structure in place to manage work in a dynamic complex environment

• Clear results orientation: Display an intense focus on achieving both short and long term goals and be able to drive and execute an agenda in an uncertain and fluid environment

• Successful track record of thriving in a fast paced, entrepreneurial and dynamic environment.

• Proven ability to build strong, trusted relationships and operate in an influential manner across teams to assist in driving the business agenda

• Possess a high “EQ” and be a collaborative team player

• Highly motivated, self-starter that can work autonomously and can independently take initiative

• Ability to navigate ambiguous situations and bring clarity to problem solving

• A proven track record of decision making and problem solving based on analytics. Conceptual thinking skills complemented by a strong quantitative orientation.

Basic Qualifications:

• Bachelor’s Degree

• At least 5 years of Process, Project, or Program Management experience

• At least 5 years of Customer Facing Operations experience

• At least 3 years of People Leadership experience

Preferred Qualifications:

• Masters in Business Administration

• 7+ years of Process, Project, or Program Management experience

• 7+ years of Customer Facing Operations experience

• 5+ years of People Management experience

• 2+ years of Learning & Development experience

• PMP, Lean, Agile or Six Sigma certification

• Experience in Travel Servicing

New York City (Hybrid On-Site): $181,900 - $207,600 for Director, Process ManagementThis role is also eligible to earn performance based incentive compensation, which may include cash bonus(es) and/or long term incentives (LTI). Incentives could be discretionary or non discretionary depending on the plan.

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.