Manager of Associate Enablement & Communications - Customer Protection Operations (Hybrid)

Capital One•Richmond, VA

11d•Hybrid

About The Position

As the Manager of Associate Enablement & Communications on the Customer Protection (CP) Chief of Staff team, you will serve as the end-to-end owner of the communications and enablement strategy for our CP Operations organization. Reporting into the Chief of Staff team, your work is about creating connection in every sense: you will connect associates to the tactical information they need to succeed, ranging from crafting senior leader updates to helping hone the message on our business objectives and intent. You will also help keep a pulse on (and inform) how senior leadership messages land with our global team - helping ensure our associates feel seen and heard. Overall, you will empower our front-line associates by ensuring they are informed, engaged, and prepared to deliver an exceptional customer experience. While your primary focus will be on the Customer Protection Ops organization, you will capitalize on opportunities to scale your efforts to CP's broader non-exempt population when appropriate. More than a compelling storyteller, we are looking for a true end-to-end strategist and a well-managed executor. The ideal candidate is an expert in stakeholder management who builds productive relationships with partners at all levels, from front-line associates to senior leaders. You excel at translating high-level strategy into compelling narratives that resonate across the organization, bringing structure to ambiguity, and leading complex, open-ended problem solving. Success in this role requires operating autonomously with an emphasis on well-managed execution, demonstrating sound judgment to make the right trade-offs, and maintaining an 'associate-forward' mindset in every decision.

Requirements

High School Diploma, GED, or equivalent Certification
At least 5 years of intent ownership experience designing, recommending, and implementing strategic roadmaps
At least 3 years of stakeholder management experience
At least 2 years of experience using Google Slides

Nice To Haves

Bachelor's Degree or Military Experience
At least 5 years of experience creating, managing, and delivering multi-channel communication strategies
At least 5 years of stakeholder management experience
At least 3 years of experience in Change Management or Process Improvement
At least 2 years of Coaching, Mentoring, or People Leadership experience

Responsibilities

Serve as the end-to-end owner of the Operations Enablement & Communications strategy, from initial concept to final execution.
Lead communications for Human-Empowered Realtime Operations (HERO) strategy, which guides how Operations trains, mentors, manages, and measures associate success in a world of AI tools & technologies
Proactively gather input from stakeholders to shape direction and build business consensus, while establishing connection points with other LOBs to inform a holistic communications and enablement strategy.
Structure and solve medium-to-high complexity, open-ended problems, applying a structured analytical approach even when information isn’t perfect.
Define and measure success for communication and enablement initiatives by identifying the right KPIs to track performance.
Regularly synthesize and communicate the purpose and progress of your work to key stakeholders and leadership
Thoughtfully innovate by pushing the boundaries of how we do things, elevating the team by challenging current processes and articulating a point-of-view to drive change.
Demonstrate sound judgment by independently considering and prioritizing urgent versus important work and making the right trade-offs to protect bandwidth and drive key results.
Ensure all communications are "associate forward," putting the needs of our front-line teams at the center of how we share information.
Create clear, well-formatted, and insightful communications with minimal manager revision needed to get to a final polished product.
Actively seek out and leverage new technologies, including generative AI tools like Gemini, to innovate and amplify the productivity and impact of communication and enablement strategies.
Strategically determine and leverage the most effective communication channels—from Slack and email to leadership messages and town halls—to maximize message impact and ensure consistency
Model and coach effective communication styles across the organization, guiding partners and leaders on how to tailor their messaging to better connect with their teams