Sr. Manager, Operations Servicing Strategy (Hybrid)

Capital One • McLean, VA

2d • $149,000 - $204,100 • Hybrid

About The Position

The Senior Manager, Operations Servicing Strategy will help transform customer and agent servicing experiences by integrating and influencing multiple groups. The role serves as a strategic consultant to business partners, developing capabilities and executing sustainable experiences. It educates and gains stakeholder buy-in so technology and processes deliver business results and transform customer service.

The position partners with Line of Business leaders to represent Operations in ideation, design, and execution; develop servicing strategies and operational readiness; and influence product roadmaps through insights and listening. It designs strategic programs and initiatives with project and product teams, leads high-impact transformation and change management, and creates roadmaps with technology, product, and intent teams using human-centered design.

The role also communicates and influences across teams and senior management, consults on complex cross-functional problems, conducts independent research and analysis, and develops recommendations to support business decisions. It oversees day-to-day operational aspects of the experience, contributes to product development and benefit definition, manages operational changes and team accountabilities, translates intent into tactical requirements and implementation plans, and represents operational needs to product teams and stakeholders.

This is a hybrid role requiring three days per week in the office and the remainder of the week working virtually. The role is eligible for performance-based incentive compensation, which may include cash bonuses and/or long-term incentives.

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 through change and provide strategic direction and project management.
• Solid understanding of business trade-offs and how to make effective use of technology; ability to work with Business Analysts, Operations leaders, and technology teams.
• Ability to work in scaled agile frameworks and deliver iteratively with a focus on results.
• Strong communication and partnership skills across teams and stakeholder levels to manage, inform, and influence outcomes.
• Analytical ability and comfort using numbers to inform decisions.
• Customer-centric approach grounded in human-centered design.

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 ensure Operations is represented in the ideation, design, and execution of objectives, including intent delivery, operational readiness, servicing strategy, and product roadmap influence.
• Design strategic programs and initiatives with project and product teams, integrating customer and agent design and creating 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 and product experiences built for agents and customers.
• Create and deliver presentations to senior management and guide discussions and decisions.
• Establish and manage communications across teams to support engagement of associates and leaders.
• Consult with business partners on complex problems, resolve issues, provide horizontal influence in a matrixed environment, escalate roadblocks, and define transformation requirements and scope for cross-functional problems.
• Conduct independent research and analysis and develop recommendations for clients, including senior management and executives, to support business decisions.
• Manage day-to-day operational aspects of the experience, participate in product development and benefit definition, manage changes in the operational environment, and assign and manage team accountabilities.
• Translate strategic intent into tactical requirements and implementation plans and execute process efficiency.
• Represent the needs and perspective of specific operations to product teams and client stakeholder groups.
• Drive complex projects and programs by providing strategic direction and project management.

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