Capital One Manager - Customer Advocacy Office Escalated 

United States, Virginia, Arlington 

133984776

• The Customer Advocacy Office within ECHOS is responsible for:

  • Researching and decisioning Card Tier 3 complaints

  • Partnering with Research Partners, Legal and Compliance to ensure completeness

  • Elevating breakdowns in the servicing experience or are discovered throughout the investigation process

• We have ~100 associates in the department spread across 3 main geographies (Richmond, Tampa and Las Vegas)

Providing Operational Excellence

• Ultimately responsible for day-to-day operational aspects of CAO

• Leading the ops teams by proactively understanding intended throughput, identifying operational obstacles or impediments, and/or escalating issues that need resolution

• Lead and guide performance management activities to ensure operational excellence while supporting advocate growth and success

• Proactively communicate with key stakeholders the health of the business and any challenges seen on the horizon

Influencing and Problem Solving

• Consulting with research partners and horizontal functions to identify challenges and inefficiencies within the operational processes and work to identify and provide solutions

• Help prioritize efforts of the EPIC team to address high-value opportunities that impact operational KPIs and the customer experience

Leadership -Influencing, challenging and enabling associates as the teams work through T3 complaint cases. Do so with heart, empathy, fun with an eye for being well managed.

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

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

Analytical -You're NOT scared of numbers; instead you believe they help illuminate the truth

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

Basic Qualifications:

• High School Diploma, GED or equivalent certification

• At least 2 years of experience in Operations Management

• At least 2 years of experience in People Management

• At least 1 year of experience of delivering initiatives

Preferred Qualifications:

• Bachelor's Degree

• 3+ years of experience in Operations Management

• 3+ years of experience in People Management

. 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.