Director of Operations - Hybrid

Capital One • Plano, TX

7d • $173,000 - $197,400 • Hybrid

About The Position

Capital One is seeking a Director of Operations to lead, scale, and optimize operational strategy, performance, vendor oversight, and organizational readiness. The role covers specialized internal operational teams—including strategic readiness, customer advocacy, and complex fraud and escalation management—as well as third-party BPO partners managing approximately 200 or more frontline agents. The Director is accountable for operational excellence, customer advocacy, regulatory integrity, cost efficiency, and high-quality customer experiences.

The Director provides oversight of Department Managers, Unit Managers, and Vendor Managers across internal and external business units. Internal operations include strategic operations, customer advocacy, escalations, and fraud. External operations include governance and SLA performance tracking for vendor partners handling inbound calls and funding workflows.

The position is based in Plano, Texas, and is designated hybrid under Capital One’s policy regarding required on-site presence. The role is eligible for performance-based incentive compensation, which may include cash bonuses and/or long-term incentives. The stated annual salary range for Plano, Texas, is $173,000–$197,400.

Requirements

• Bachelor’s degree or military experience.
• At least 5 years of people leadership experience.
• At least 5 years of process or project management experience.
• At least 5 years of relationship management experience.
• At least 5 years of experience delivering transformational initiatives.
• Proven experience leading multi-site contact center operations combining internal teams and offshore or nearshore vendor partners of 200 or more headcount.
• Proven experience transforming reactive service centers into proactive, quality-focused customer advocacy hubs through structured process engineering.
• Proven experience with Tier 2 and Tier 3 complaint handling, fraud prevention protocols, and regulatory adherence.
• Proven experience driving SLA performance, cost efficiency, and quality alignment across third-party BPO organizations.

Nice To Haves

• PMP, Lean, Agile, or Six Sigma certification.
• At least 3 years of operations people leadership experience.
• At least 7 years of people leadership experience.

Responsibilities

• Lead and execute long-term operational strategies and governance, partnering cross-functionally.
• Drive customer experience quality through call listening, individual and group coaching and training, operations readiness, and maintenance of training materials.
• Oversee high-touch inbound customer service, task execution, complex account resolution, and U.S. transfer handling.
• Lead high-severity escalated problem solving, fraud operations, customer complaint research and resolution, and escalation follow-ups.
• Govern vendor operations and track SLA performance for vendor partners managing approximately 200 or more agents handling inbound calls and funding workflows.
• Partner with Product, Business Analysis, and Process teams to establish and update processes, policies, procedures, and standards.
• Define operational KPIs, quality targets, and SLA metrics to support service delivery, funding accuracy, and customer satisfaction.
• Ensure vendor agents follow operational guidelines and productivity benchmarks.
• Conduct complex problem solving and root-cause analysis relating to risk, fraud, and complaints.
• Ensure operational readiness for product launches, process updates, and technology enhancements across operational functions.
• Mentor, develop, and inspire a multi-layered leadership team while fostering accountability, continuous learning, and high performance.
• Optimize talent allocation and capacity planning to respond to volume fluctuations.
• Reimagine end-to-end operations in the era of AI.

Benefits

• Comprehensive health, financial, and other benefits supporting total well-being.
• Eligibility for performance-based incentive compensation, which may include cash bonuses and/or long-term incentives.

What This Job Offers

• Job Type: Full-time
• Career Level: Director