Senior Director, Customer Support Leader (Remote)

Capital One • Richmond, VA

246d • $280,600 - $320,200 • Remote

About The Position

Ever since our first credit card customer in 1994, Capital One has recognized that technology and data can enable even large companies to be innovative and personalized. As one of the first large enterprises to go all-in on the public cloud, Capital One needed to build cloud and data management tools that didn't exist in the marketplace to enable us to operate at scale in the cloud. And in 2022, we publicly announced Capital One Software and brought our first B2B software solution, Slingshot, to market. Building on Capital One's pioneering adoption of modern cloud and data capabilities, Capital One Software is helping accelerate the data management journey at scale for businesses operating in the cloud. If you think of the kind of challenges that companies face - things like data publishing, data consumption, data governance, and infrastructure management - we've built tools to address these various needs along the way. Capital One Software will continue to explore where we can bring our solutions to market to help other businesses address these same needs going forward. We are seeking top tier talent to join our pioneering team and propel us towards our destination. You will be joining a team of innovative product, tech, and design leaders that tirelessly seek to question the status quo. As a Capital One Senior Director of Customer Support, you'll have the opportunity to be on the forefront of building this business and bring these tools to market. We are seeking an experienced and accomplished Support Leader with a proven track record in operational and/or site reliability engineering to lead our support organization. This executive role demands a deep understanding of system architecture, service delivery, and customer experience. The successful candidate will be responsible for ensuring maximum system uptime, optimizing performance, and leading a team of engineers to deliver world-class support around the clock. The ideal candidate will have a strong background in managing and scaling critical services, and will be adept at developing strategic roadmaps to address complex, large-scale challenges inherent in the technology industry. They will be a visionary leader with a passion for innovation and a commitment to delivering exceptional customer experiences. They will possess a deep understanding of industry best practices and emerging technologies, and will be able to leverage this knowledge to drive continuous improvement and operational excellence.

Requirements

• Bachelor's degree
• At least 9 years of experience in customer support, customer success, or operations within a SaaS or technology organization
• At least 6 years of experience in operational or site reliability engineering
• At least 5 years of experience in people management roles, with a focus on building, mentoring, and leading high-performing teams

Nice To Haves

• Master's degree in Computer Science
• 6 + years of experience in developing and executing strategic roadmaps to address complex customer and business challenges
• Demonstrated ability to understand system architecture, service delivery and customer experience
• Experience designing scalable processes for proactive customer support and self-service solutions
• Strong leadership skills, communication and interpersonal skills
• Demonstrated ability to collaborate cross-functionally with product, engineering, and sales teams
• Experience navigating and leading teams through high-growth, fast-paced, or startup-like environments

Responsibilities

• Lead and inspire a high-performing team of engineers to deliver exceptional support and service.
• Develop and implement strategies to ensure maximum system availability, reliability, and performance.
• Drive innovation and continuous improvement in service delivery and support.
• Develop and execute strategic roadmaps to address complex, large-scale challenges.
• Stay abreast of industry trends and emerging technologies to ensure the organization remains at the forefront of innovation.
• Foster a culture of collaboration, accountability, and customer-centricity.

Benefits

• Comprehensive health benefits
• Financial benefits
• Inclusive set of benefits that support total well-being

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Industry: Credit Intermediation and Related Activities
• Education Level: Bachelor's degree