Capital One Director Cross Functional Strategy Customer Experience Operations Hybrid 

United States, Virginia, Arlington 

738566443

Responsibilities of this role may include:

• Engage as an extension of the Senior Leader with the organization’s customers and partners.

• Develop and iterate on management practices (Leadership Team and organization) to enable the transparency, efficiency and effectiveness of our organization

• Strategic business priorities - facilitate defining business priorities and drive goal setting efforts for the organization, inclusive of cascading information through the organization

• Support executive in driving business critical diversity, inclusion and belonging efforts

• Work with Finance partners to manage the top-of-house operating budget

• Coordinate regular reviews of key metrics and initiatives for Monthly Business Reviews

• Engage in organizational design and headcount planning processes for a hybrid operations and call center organization

• Develop and execute the department communications strategy

• Serve as the eyes and ears for the leadership team and the “go to” person for information and historical materials

• Lead Culture/Associate Engagement/Recognition agenda for the organization and own top-of-house execution of activities

• Manage special projects and leverage skills to provide support where needed on key department initiatives

• Facilitate leadership team routines and develop materials

The ideal candidate will possess:

• Strong business judgment, influencing skills, people leadership and integrity are essential for this position

• Must possess high “EQ” and be a collaborative team player

• Self-starter that can work autonomously and can take initiative; highly motivated

• Confident to champion unpopular ideas even with more senior leaders

• Ability to navigate “white space” or ambiguous situations

• Strong process orientation and knowledge of running a large-scale call center and back office operations function

• Strong facilitation, negotiation and mediation skills; ability to drive to consensus / decisions

• Strong project management and organizational skills. Meticulous attention to detail

• Excellent written and verbal communication skills

• Discretion in handling highly sensitive issues

Basic Qualifications:

• Bachelor’s Degree or military experience

• At least 1 year of experience in Operations

• At least 5 years of Project Management experience

• At least 2 years of People Leadership experience

Preferred Qualifications:

• Master’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 2 years of experience serving in a Chief of Staff or project management role in a matrixed organization

• Process or Project Management certification (i.e. Scaled Agile, Lean, PMP)

. 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.