Sr. Manager, Operations Servicing Strategy (Hybrid)

Capital One • McLean, VA

1d • Hybrid

About The Position

As a Senior Manager, Operations Servicing Strategy, you will help transform customer and agent servicing experiences. You will work across groups, advise business partners on strategic capabilities, and help execute sustainable customer and agent experiences. You will educate stakeholders and gain their support to ensure technology and processes deliver business results and transform customer service.

The role partners with Line of Business leaders to represent Operations in the ideation, design, and execution of objectives, including intent delivery and operational readiness, servicing strategy, and influencing product roadmaps through insights and listening. You will design strategic programs and initiatives with project and product teams, integrate customer and agent design, and establish processes to track progress and address issues. You will lead high-impact transformation initiatives and change management, including their outcomes, definition, scope, design, and delivery.

You will create roadmaps with technology, product, and intent teams, emphasizing human-centered design and ensuring products are designed for agents and customers. You will prepare presentations for senior management and guide discussions and decisions. The role also involves coordinating communications across teams, consulting with business partners on complex problems, resolving issues, escalating roadblocks, defining cross-functional transformation requirements, and conducting independent research and analysis to develop recommendations for senior leaders and executives.

You will oversee day-to-day operational aspects of the experience, contribute to product development and benefits definition, manage changes in the operational environment, and assign and manage team accountabilities. You will translate strategic intent into tactical requirements and implementation plans, execute process efficiencies, and represent the needs of specific operations to product teams and stakeholder groups.

This is a hybrid role requiring three days per week in the office, with the remainder of the week worked virtually. The position is eligible for performance-based incentive compensation, which may include cash bonuses and/or long-term incentives. Capital One offers a comprehensive benefits package; eligibility varies by employment status and management level.

Requirements

• High school diploma, GED, or equivalent certification.
• At least 5 years of experience in people management.
• At least 5 years of experience directing process transformations or projects.
• At least 3 years of experience in strategic planning.
• Ability to influence, challenge, and enable associates and leaders to evolve and lead through change.
• Ability to drive complex projects and programs by providing strategic direction and project management.
• Solid understanding of business trade-offs and how to get the most out of technology.
• Ability to work with Business Analysts, Operations leaders, and technology teams and communicate effectively with them.
• Curiosity, a willingness to explore new ideas, and ability to solve complex problems.
• Bias toward action and experience with scaled agile frameworks and iterative delivery focused on results.
• Ability to communicate and partner with teams and stakeholders at all levels to manage, inform, and influence outcomes.
• Analytical skills and comfort working with numbers.
• Customer-centric approach using human-centered design as a basis for decision-making and influencing outcomes.

Nice To Haves

• Process or project management certification such as Scaled Agile, Lean, or Project Management Professional.
• At least 6 years of experience in people management.
• At least 6 years of experience directing process transformations or projects.
• At least 4 years of experience in strategic planning.

Responsibilities

• Partner with Line of Business leaders to represent Operations in the ideation, design, and execution of their objectives.
• Support intent delivery and operational readiness, servicing strategy, and product roadmap development through insights and listening.
• Design strategic programs and initiatives with project and product teams, integrating customer and agent design and establishing processes to track progress and address issues.
• Lead high-impact transformation initiatives and change management, including outcomes, definition, scoping, design, and delivery.
• Create overarching roadmaps with technology, product, and intent teams, focusing on human-centered design.
• Ensure product design serves agents and customers.
• Create presentations for senior management and guide senior management discussions and decisions.
• Establish and manage communications across teams to engage associates and leaders effectively.
• Consult with business partners on complex problems and bring issues to resolution through horizontal influence and leadership in a matrixed environment.
• Escalate roadblocks as necessary to meet timelines and clarify and define scope and requirements for cross-functional transformation problems.
• Conduct independent research and analysis to solve ambiguous client problems.
• Work with transformation teams to develop recommendations that enable senior management and executives to make key business decisions.
• Manage day-to-day operational aspects of the experience, contribute to product development and benefits definition, and manage changes in the operational environment.
• Assign and manage team accountabilities on an ongoing basis.
• Translate strategic intent into tactical requirements and implementation plans, and execute process efficiencies.
• Represent the needs and perspective of specific operations to product teams and client stakeholder groups.

Benefits

• Comprehensive health, financial, and other benefits supporting total well-being.
• Performance-based incentive compensation, which may include cash bonuses and/or long-term incentives.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: High school or GED