Capital One Director Customer Operations Hybrid 

United States, Virginia, Richmond 

513418103

As the, you will play a crucial role in leading and managing our operations team delivering across a global network. Your responsibilities will revolve around overseeing operational performance at scale, driving efficiencies across the network, helping to shape the future design and functions for our agent network, and providing exceptional people leadership to ensure high performing and efficient operations . This position requires a strategic mindset, excellent communication skills, and a proven track record of delivering results in a complex and dynamic environment.

What will you be responsible for:

• Lead and develop a large team of work at home production agents and people leaders across multiple geographies

• Foster a collaborative and inclusive work environment that encourages creativity, innovation, and professional growth

• Helping set the priorities for strategic programs initiatives while partnering with project and product teams to develop timelines and secure resources

• Creating, establishing, and managing communications across teams to ensure optimal engagement of associates and leaders

• Engaging with internal stakeholders to provide strategic and tactical thought partnership to effectively drive results

• Creation and delivery of presentations to our Senior Leadership Team (SLT). Guiding and influencing senior management discussions and decisions

• Work closely with Workforce Operations teams to identify opportunities for optimization and cost efficiency across operations

Basic Qualifications:

• High School Diploma, GED or Equivalent Certification

• At least 1 year of experience in Operations

• At least 5 years of Project Management experience

• At least 5 years of experience directing process transformations or projects

• At least 5 years of experience in People Management

• At least 5 years of experience delivering transformational initiatives

Preferred Qualifications:

• Bachelor’s Degree

• At least 5 years of experience in Operations

• At least 5 years of experience working in or supporting an Operations or Call Center environment

• At least 6 years of experience in People Management

• At least 6 years of Operational management experience

• PMP, Lean, Agile or Six Sigma certification

McLean, VA: $184,800 - $210,900 for Director, Operations Richmond, VA: $168,000 - $191,700 for Director, OperationsThis 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.