Director of Operations - Hybrid

Capital One • Plano, TX

7d • $173,000 - $197,400 • Hybrid

About The Position

Capital One is seeking a strategic, transformative Director of Operations to lead, scale, and optimize operations, with end-to-end accountability for operational strategy, performance delivery, vendor oversight, and organizational readiness. The role spans internal operational teams focused on strategic readiness, customer advocacy, complex fraud and escalations, and external BPO partners managing approximately 200 or more frontline agents. The Director will drive operational excellence, customer advocacy, regulatory integrity, cost efficiency, and best-in-class customer experiences across a multi-faceted organization.

The position provides oversight of Department Managers, Unit Managers, and Vendor Managers across internal and external business units. Internal operations include customer experience quality monitoring and coaching, operations readiness and training materials, high-touch customer service and complex account resolution, and escalated problem solving, fraud operations, complaint research, and resolution. External operations include governance and SLA performance tracking for vendor partners whose agents handle inbound calls and funding workflows.

The Director will reimagine operations in the era of AI, develop long-term strategies, define KPIs and quality and SLA targets, manage cross-functional processes and policies, ensure readiness for launches and technology changes, strengthen risk and complaint resolution, and develop a high-performing leadership team. This is a hybrid role based in Plano, Texas, subject to Capital One’s hybrid policy and required on-site presence. The stated full-time annual salary range for work in Plano is $173,000–$197,400, with eligibility for performance-based incentive compensation that may include cash bonuses and/or long-term incentives.

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 that combine internal teams and offshore or nearshore vendor partners with 200 or more headcount.
• Proven experience transforming reactive service centers into proactive, quality-focused customer advocacy operations through structured process engineering.
• Experience with Tier 2 and Tier 3 complaint handling, fraud prevention protocols, and regulatory adherence.
• Experience governing third-party BPO operations, including SLA performance, cost efficiency, and quality alignment.

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 operational strategy, performance delivery, vendor oversight, and organizational readiness end to end.
• Oversee Department Managers, Unit Managers, and Vendor Managers across internal and external business units.
• Drive customer experience quality through call listening, individual and group coaching and training, operational 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 primary vendor partners and track SLA performance for approximately 200 or more vendor agents handling inbound calls and funding workflows.
• Formulate and execute long-term operational strategies and partner cross-functionally.
• Work 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 consistent service, funding accuracy, and customer satisfaction.
• Direct vendor management leads to ensure vendor agents follow operational guidelines and productivity benchmarks.
• Conduct complex problem solving and root-cause analysis relating to risk, fraud, and complaint resolution.
• Ensure operational readiness for product launches, process updates, and technology enhancements across operational sub-functions.
• Mentor, develop, and inspire a multi-layered leadership team and foster accountability, continuous learning, and high performance.
• Optimize talent allocation and capacity planning across teams to respond dynamically 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 varies by full-time or part-time status, exempt or non-exempt status, and management level.
• Eligible 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