Manager, Tower Operations

Capital One•McLean, VA

19h

About The Position

At Capital One, we’re building a leading information-based technology company. Still founder-led by Chairman and Chief Executive Officer Richard Fairbank, Capital One is on a mission to help our customers succeed by bringing ingenuity, simplicity, and humanity to banking. We measure our efforts by the success our customers enjoy and the advocacy they exhibit. We’re succeeding because they’re succeeding. Guided by our shared values, we thrive in an environment where collaboration and openness are valued. We believe that innovation is powered by perspective and that teamwork and respect for each other lead to superior results. We elevate each other and obsess about doing the right thing. Our associates serve with humility and a deep respect for their responsibility in helping our customers achieve their goals and realize their dreams. Together, we’re on a quest to change banking for good. We’re currently seeking a Manager, Tower Operations to partner with the Chief of Staff of our Bank, Business, and Card Experience Design team. The Experience Design team at Capital One is at the forefront of enriching our customers’ digital and physical experiences and we are passionate about creating memorable, meaningful product experiences that build the Capital One brand with humanity and drive business advantage and innovation. We champion a thriving environment of collaboration, authenticity and healthy critique, in which we honor diversity of thought, create a culture of belonging, and elevate one another. If you’re a creative innovator who embraces an environment where you can experiment, learn, and change banking for good, we’d love to hear from you. Role Expectations The role of Tower Operations is largely about relationships. This person is a connector for everyone else in the organization and operates as a key partner for the Chief of Staff. You’re great at balancing the big picture and can recognize overlaps in plans, processes, people, and many other facets of a functioning organization. We are looking for a passionate and seasoned team member who loves diving into ambiguous and challenging problems to deliver customer, business, and associate impact. As the Manager of Tower Operations in our Chief of Staff office, you will be a key contributor on the team that creates the systems, strategies, and the operating rhythm that enable a team of design associates across the entire Bank, Business, and Card portfolio. This role includes oversight of key initiatives where central coordination is key for well-managed delivery, including associate experience and engagement, performance and talent management, and business operations. The ideal candidate will have an exceptional track record of building strong partnerships, demonstrated success in critical thinking and problem solving, and ability to balance critical priorities across a wide range of responsibilities.

Requirements

Bachelor’s Degree or Military experience
At least 4 years of process or project management experience
At least 1 year of people management experience
Operational Expertise: Leverage established expertise and leadership in operations to elevate the quality and maturity of the design practice at Capital One.
Leadership: Create conditions for a positive and inclusive team environment and set a vision for an inclusive, collaborative culture that makes the team feel valued and heard.
Human-Centered: Champion voices of both customers and partners, modeling the mindset that business and customer outcomes are not distinct but complementary, ultimately resulting in experiences that exceed baseline customer needs and expectations.
Business-Focused: Demonstrate expert knowledge of products, processes, our customers, competitors and industry market trends, applying relevant insights to shape how Design should engage and solve business challenges.
Problem-Solving: Structure ambiguous and unprecedented problems using a variety of qualitative and quantitative data and techniques to test hypotheses, generate insights and diagnose root causes and identify patterns.
Collaboration: Connect the dots across teams, portfolios, platforms and LOBs, bringing together partners and processes in ways that drive more coherent experiences, accelerate delivery and elevate the value of design.
Communication: Present work across levels and job functions, modeling a strategic human-centered approach that integrates frameworks, data and research insights to make the complex accessible, influence senior stakeholders and achieve impactful results.
The ideal candidate is a self-starter that can work autonomously, take initiative, and has a strong portfolio demonstrating leadership, process, results, and impact.
They have the ability to multitask with simultaneous projects and tasks, while demonstrating urgency, prioritization, and ownership to drive issues to completion.
They possess excellent organizational skills and are capable of balancing strategy and tactical delivery.

Nice To Haves

Strong project management and organizational skills.
Meticulous attention to detail.
Excellent written and verbal communication skills.
Ability to maintain discretion in handling highly sensitive issues.
Strong at building and maintaining relationships that inspire confidence and build trust and support at all levels of the organization.
Demonstrate strong stakeholder management skills.
Familiarity with program management methodologies and tools.
Experience partnering across teams to shape strategy and operating models.
Experience working collaboratively in global organizations with multiple stakeholders and diverse communities.
Experience working directly with designers, researchers, and strategists.

Responsibilities

Work closely with the Chief of Staff to develop and manage a strategy for supporting a thriving and supportive culture, and actively participating in shaping it.
Drive our Associate Experience (AX) & Engagement strategy, inclusive of our approaches to Learning & Development and recognition, in close partnership with the Chief of Staff.
Assist with our Talent & Performance Management planning and delivery, managing the timeline and communication plans.
Manage strategic business operations initiatives and assist with the creation and oversight of standards, policies, and guidance.
Provide tactical thought partnership to drive project delivery based on defined priorities scope of deliverables, timelines, and budget; ensure alignment; identify dependencies, risks and issues and mitigate and/or escalate as needed.
Experience in discretion of handling highly sensitive issues.
Operate at tactical, strategic, and operational level.
Create and maintain playbooks, processes, and documentation that are durable and repeatable.
Handle oversight of special projects that don’t fit into traditional workstreams.
Lead special projects autonomously through partnership with design leaders and cross-functional partners (Design Operations, Talent, Finance, etc.).
Align operations and routines, with strategy and ensure alignment to organizational goals.
Develop relationships across the organization to be able to act as an informed and helpful sounding board and thought partner.
Support associate engagement and contribute to events and culture efforts.
Provide change management support to critical operational efforts.
Build and maintain effective, scalable processes to manage operational routines.