Capital One Senior Director Customer Support Leader 

United States, Virginia, Richmond 

749797424

Key Responsibilities:

• Lead and inspire a high-performing team of engineers to deliver exceptional support and service.

• Develop and implement strategies to ensure maximum system availability, reliability, and performance.

• Drive innovation and continuous improvement in service delivery and support.

• Develop and execute strategic roadmaps to address complex, large-scale challenges.

• Stay abreast of industry trends and emerging technologies to ensure the organization remains at the forefront of innovation.

• Foster a culture of collaboration, accountability, and customer-centricity.

Basic Qualifications:

• Bachelor’s degree

• At least 9 years of experience in customer support, customer success, or operations within a SaaS or technology organization

• At least 6 years of experience in operational or site reliability engineering

• At least 5 years of experience in people management roles, with a focus on building, mentoring, and leading high-performing teams

Preferred Qualifications:

• Master’s degree in Computer Science

• 6 + years of experience in developing and executing strategic roadmaps to address complex customer and business challenges

• Demonstrated ability to understand system architecture, service delivery and customer experience

• Experience designing scalable processes for proactive customer support and self-service solutions

• Strong leadership skills, communication and interpersonal skills

• Demonstrated ability to collaborate cross-functionally with product, engineering, and sales teams

• Experience navigating and leading teams through high-growth, fast-paced, or startup-like environments

This 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.

. Eligibility varies based on full or part-time status, exempt or non-exempt status, and management level.

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.