Senior Director, Process Management- Workforce Operations & Enablement (Hybrid)

Capital One • McLean, VA

8d • Hybrid

About The Position

As the Senior Director of Workforce Operations & Enablement for the Capital One contact center, you will lead an organization of process managers, directors, and analysts to deliver workforce services governing the International Card Agent Servicing workforce, improve network efficiency and health, and drive results across Capital One. Reporting directly to the VP of Workforce & Network, you will oversee one of the key workforce pillars, leading teams dedicated to short term planning, scheduling, network health, and workforce infrastructure; and managing critical investments in data and modernizing our core systems.

Requirements

• Bachelor’s Degree or military experience
• At least 7 years of experience in Process Management
• At least 7 years of experience in People Management
• At least 4 years of experience in strategic planning
• At least 2 years of experience using Google Suite or Microsoft Office

Nice To Haves

• Master’s Degree
• BPM, PMP, Lean, Agile, or Six Sigma certification
• Workforce management experience, ideally in supply planning and network management
• 8+ years of experience in Process Management
• 8+ years of experience in People Management

Responsibilities

• Leading moderate to large size teams to drive complex workforce processes
• Designing, developing, and managing process initiatives to improve business outcomes, and invest in core & data infrastructure.
• Working closely with Operations leaders to monitor and take action on network health.
• Partnering cross-functionally with Product, Tech, Operations and Business analysis teams to provide strategic and tactical thought partnership in joint initiatives.
• Building relationships and collaborating with key stakeholders to ensure delivery of commitments
• Serving as subject matter expert on a workforce process improvement initiatives

Benefits

• health insurance
• financial benefits
• other benefits that support your total well-being
• performance based incentive compensation, which may include cash bonus(es) and/or long term incentives (LTI)

What This Job Offers

• Job Type: Full-time
• Career Level: Senior