Senior Manager, Operations Servicing Strategy - Hybrid

Capital One•Mclean, VA

52d•$140,600 - $192,500•Hybrid

About The Position

As a Sr. Manager, Operations Servicing Strategy, you will be part of a smart, talented team responsible for transforming the customer and agent servicing experiences. You will regularly integrate and influence multiple groups and be seen as a strong consultant by business partners in developing strategic capabilities and executing sustainable customer and agent experiences. You will educate and gain buy-in from key stakeholders to ensure the technology and processes deliver breakthrough business results and radically transform customer service. The Channels Horizontal Services team specializes in leading complex, time-bound servicing channel integrations and change initiatives. Our established reputation with Partnerships and our expertise in launches and conversions, particularly with the Discover integration and the creation of a new live agent chat channel, are critical to the Channels organization. This dynamic and broad role offers unparalleled exposure to various Capital One functions, serving as a unique 'general management' position that bridges customer experience and business acumen in operationalizing servicing strategies. On any given day you will be: Leading Strategic Direction Partnering closely with Line of Business leaders to ensure Operations is represented in the ideation, design and execution of their objectives through (1) Intent delivery and operational readiness (2) servicing strategy and (3) influencing their product roadmap through the delivery of insights and listening Designs the strategic programs and initiatives partnering with project and product teams to integrate the customer and agent design to develop processes that track progress, identify and address issues Leading high impact transformation initiatives and change management contributing to the overall outcomes, definition, scoping, design, and delivery Influencing Creating overarching roadmaps, in partnership with tech, product and intent teams with a focus on human centered design Ensuring the product design is built for agents and customers Creating and delivering presentations to senior management. Guiding and influencing senior management discussions and decisions Leading Horizontally Creating, establishing, and managing communications across teams to ensure optimal engagement of associates and leaders Consulting with business partners to understand complex problems and focus on bringing issues to resolution, horizontal influence and leadership in a matrixed environment. Escalating road-blocks as necessary to meet timelines. clarifying and defining transformation requirements / scope for cross-functional problems Conducting independent research and analysis to solve ambiguous client problems. Working with transformation teams to develop recommendations to clients (e.g., senior management and/or executives) enabling them to make key business decisions Providing Operational Excellence Responsibility for day-to-day operational aspects of the experience; participating in developing products, benefits definition, management of changes in the operational environment, and assigning and managing team accountabilities on an ongoing basis Distilling big picture intent into tactical requirements and implementation plans and executing process efficiency Intimately understanding the heart of specific operations and represent the voice of that operation to multiple product teams and client stakeholder groups

Requirements

High School Diploma, GED, or equivalent certification
At least 5 years of experience in People Management
At least 3 years of experience in strategic planning
At least 3 years of process management OR project management experience OR program management experience in an operations environment
Leadership - Influencing, challenging and enabling associates and leaders to significantly evolve and lead through change. Drive complex projects and programs by providing strategic direction and project management.
Technical and Strategic - While you may not be a hard-core coder, you should have a solid understanding of the business trade-offs and how to get the most out of our technology. Further, you will be diving into problems with the Business Analysts, Ops leaders and Tech teams and they will think of you as an "honorary member of the guild" because you can speak their language.
Curiosity - You ask why, you explore, and you're not afraid to come to the table with a totally new idea. Solving complex problems is what drives you and you like taking on new ones.
Do-er - You have a bias towards action, try things and sometimes fail. You work in scaled agile frameworks and have iterative delivery with a focus on results.
Communicator - You can communicate and partner with your team and key stakeholders across all levels of the company to manage, inform and influence outcomes. They know your priorities and why you are doing what you are doing.
Analytical - You're Not scared of numbers; instead you believe they help illuminate the truth.
Customer-Centric - You lead with human centered design as the basis for decision making and influencing outcomes.

Nice To Haves

PMP, Lean, Agile or Six Sigma certification
At least 7 years of experience leading large scale process transformations or projects
At least 7 years of experience in People Management
At least 3 years of experience working with external partners or supplier management

Responsibilities

Partnering closely with Line of Business leaders to ensure Operations is represented in the ideation, design and execution of their objectives through (1) Intent delivery and operational readiness (2) servicing strategy and (3) influencing their product roadmap through the delivery of insights and listening
Designs the strategic programs and initiatives partnering with project and product teams to integrate the customer and agent design to develop processes that track progress, identify and address issues
Leading high impact transformation initiatives and change management contributing to the overall outcomes, definition, scoping, design, and delivery
Creating overarching roadmaps, in partnership with tech, product and intent teams with a focus on human centered design
Ensuring the product design is built for agents and customers
Creating and delivering presentations to senior management. Guiding and influencing senior management discussions and decisions
Creating, establishing, and managing communications across teams to ensure optimal engagement of associates and leaders
Consulting with business partners to understand complex problems and focus on bringing issues to resolution, horizontal influence and leadership in a matrixed environment. Escalating road-blocks as necessary to meet timelines. clarifying and defining transformation requirements / scope for cross-functional problems
Conducting independent research and analysis to solve ambiguous client problems. Working with transformation teams to develop recommendations to clients (e.g., senior management and/or executives) enabling them to make key business decisions
Responsibility for day-to-day operational aspects of the experience; participating in developing products, benefits definition, management of changes in the operational environment, and assigning and managing team accountabilities on an ongoing basis
Distilling big picture intent into tactical requirements and implementation plans and executing process efficiency
Intimately understanding the heart of specific operations and represent the voice of that operation to multiple product teams and client stakeholder groups

Benefits

Capital One offers a comprehensive, competitive, and inclusive set of health, financial and other benefits that support your total well-being. Learn more at the Capital One Careers website.
This role is also eligible to earn performance based incentive compensation, which may include cash bonus(es) and/or long term incentives (LTI). Incentives could be discretionary or non discretionary depending on the plan.

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