Work From Home - Global Operations Coach, Senior Associate

Capital One•Richmond, VA

6d•$80,800 - $92,200•Remote

About The Position

As a Senior Associate Coach within Global Operations, you won't just manage a team—you will lead the frontline of our mission. You will guide a dynamic team of suppliers and associates who serve as the voice of Capital One during our customers' "moments that matter." In this era of technological evolution, you will empower your team to leverage Generative AI tools effectively, ensuring that while technology drives efficiency, human empathy and critical judgment are still key parts of the process.

Requirements

High School Diploma, GED, or equivalent certification
At least 2 years of experience in People Management
At least 1 year of bank fraud experience
Secure home office environment that is free from background noise and distractions
Reliable private internet connection that is not supplied via cellular data or hotspot is required
A private network that is password protected where you have ownership or line of site sight to every device on the network
Internet service must be provided by Cable or Fiber Internet Service Providers (ISP)
Hotspots and satellite services are prohibited and do not meet performance criteria required for optimal agent/customer interactions
Associates must maintain a minimum of 100 Mbps download / 10 Mbps upload speed from their internet provider
Work from home U.S. based associates are not permitted to work internationally, outside of the continental United States (i.e. Hawaii or U.S. Territories), or California.

Nice To Haves

Bachelor’s Degree or Military Experience
5+ years experience in People Management
2+ years experience in Process Management
3+ years experience in bank fraud, disputes, or Regulation E

Responsibilities

Coach & Cultivate: Provide continuous, real-time feedback to drive high-quality customer experiences and career growth.
Performance Management: Own the full lifecycle of your team’s performance, from monthly scorecards and annual appraisals to daily morale and engagement.
Change Advocacy: Lead your team through process shifts and technological adoptions with a focus on resilience and excitement.
Drive Results: Be accountable for team-level business goals, including inventory throughput, loss rates, and efficiency metrics.
Strategic Compliance: Ensure all claim documentation and resolutions adhere strictly to regulatory commitments and internal policies.
Continuous Improvement: Manage "lean" operations by identifying bottlenecks and contributing to innovative solutions for the broader business unit.
AI Oversight: Monitor and audit AI-generated recommendations to ensure they align with the nuances of complex, "edge-case" customer situations.
Data Literacy: Interpret AI-driven outputs and multi-source data summaries to make rapid, informed decisions.
Critical Thinking: Train associates to distinguish between AI-generated suggestions and non-negotiable process/policy requirements.