Sr. Director, Card Servicing Operations (Hybrid)

Capital One • McLean, VA

8d • Hybrid

About The Position

Capital One Card Operations serves 140 million customers across multiple product lines and customer needs. The Senior Director, Servicing Operations is a strategic leader responsible for customer experience, operational excellence, quality, and efficiency across large-scale servicing organizations. The role leads approximately 1,500–2,000 associates across multiple geographic locations and a multi-channel operations environment, overseeing critical customer-facing and back-office operations in a highly regulated setting. It influences organizational strategy, builds cross-functional partnerships, implements human-centered design, and fosters a high-performing, inclusive culture.

The position oversees high-volume customer interactions, complex servicing requests, and critical risk and compliance functions. Its work involves partnering across business units, Card Operations, Product, Tech, OSS, and intent teams; managing high-risk operations and varied servicing workloads; and leading teams through ongoing process, technology, and regulatory changes while maintaining operational stability.

The role drives customer experience, quality, productivity, and efficiency across servicing operations, with accountability for measures such as NPS, THT, AHT, callbacks, transfers, and servicing quality assurance. It leads enterprise initiatives to transform agent and customer experiences through process simplification, automation, waste elimination, and human-centered design. It translates strategic intent into tactical plans, shapes executive agendas, and advances operational outcomes across business lines.

The Senior Director builds an empowering and inclusive environment, develops succession plans, champions Diversity, Inclusion, and Belonging (DIB), and cultivates psychological safety. The role establishes operational controls to identify, mitigate, and manage operational, financial, regulatory, and reputational risks. It also sets strategic direction using customer insights, communicates a compelling vision, influences executive stakeholders, leads matrixed collaboration, and applies data and technology to create scalable operating models and transformational results.

This is a hybrid position. The employee is expected to follow Capital One’s hybrid policy regarding required on-site presence at the designated office location. The role is eligible for performance-based incentive compensation, which may include cash bonuses and/or long-term incentives.

Requirements

• Bachelor’s degree or military experience.
• At least 8 years of operations experience in high-volume production or customer servicing environments.
• At least 8 years of people management experience leading multi-tiered operational teams.
• At least 5 years of process management, project management, or operational transformation experience.
• At least 5 years of experience overseeing regulatory requirements, compliance, or risk management.

Nice To Haves

• Master’s degree.
• 10 or more years of people management experience leading large-scale organizations of 1,000 or more associates across multiple locations.
• 10 or more years of financial services or servicing operations experience.
• Scaled Agile, Lean, PMP, or Six Sigma certification.
• Demonstrated track record of driving digital transformation, queue simplification, and human-centered design in a matrixed environment.

Responsibilities

• Lead approximately 1,500–2,000 associates across multi-channel servicing operations and multiple geographic locations.
• Drive customer experience, quality, productivity, and efficiency while meeting or exceeding operational KPIs, including NPS, THT, AHT, callbacks, transfers, and servicing quality assurance.
• Lead enterprise initiatives with Product, Tech, and OSS horizontal teams to improve agent and customer experiences through process simplification, automation, waste elimination, and human-centered design.
• Translate organizational strategy into tactical implementation plans and drive operational outcomes across business lines.
• Build a collaborative, empowering, and inclusive culture; establish succession plans; champion DIB; and cultivate psychological safety.
• Establish operational infrastructure and controls to identify, mitigate, and manage operational, financial, regulatory, and reputational risks.
• Manage high-volume customer interactions, complex servicing requests, and critical risk and compliance functions.
• Lead large-scale teams through ongoing process, technology, and regulatory transformations while maintaining operational stability.
• Use customer insights to shape long-term operational strategies and balance immediate execution with future direction.
• Create decision-making frameworks to address ambiguity, anticipate external and regulatory changes, and balance priorities with risk management.
• Communicate persuasive, polished executive messaging that turns complex operational challenges into clear, actionable storylines.
• Build strategic partnerships across Tech, Product, and Design; lead matrixed initiatives and break down organizational silos.
• Attract and develop diverse talent, set performance expectations, provide timely feedback, and delegate effectively.
• Build scalable operating models and use data and technology to automate and streamline processes.
• Track operational, strategic initiative, culture, and risk metrics, including automation, queue simplification, waste elimination, digital and tech adoption, associate engagement, retention, internal promotions, audit remediation, and regulatory risk indicators.

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