Sr. Director, Card Servicing Operations (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 in a multi-channel operations environment, overseeing critical customer-facing and back-office operations in a highly regulated setting. The Senior Director 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. It involves partnering across business units, Card Operations, Product, Tech, and intent teams; managing high-risk operations whose execution affects customer experience, legal standing, and financial performance; handling both varied non-standardized workloads and scaled repeatable operations; and leading teams through ongoing process, technology, and regulatory change while maintaining operational stability. The role sets strategic direction using customer insights, creates frameworks for decisions amid ambiguity, anticipates external and regulatory shifts, and communicates a compelling vision. It requires persuasive executive communication, strategic stakeholder alignment, matrixed collaboration, inclusive leadership, and the ability to build scalable operating models using data and technology to automate and simplify processes. This is a hybrid position, subject to Capital One's hybrid policy regarding required on-site presence at the designated office. The position is eligible for performance-based incentive compensation, which may include cash bonuses and/or long-term incentives. Capital One offers health, financial, and other benefits; eligibility varies by employment status and management level.
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+ years of people management experience leading large-scale organizations of 1,000+ associates across multiple locations.
- 10+ 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
- Drive customer experience, quality, productivity, and efficiency across servicing operations, exceeding core KPIs such as NPS, THT, AHT, callbacks, and transfers.
- Lead operational management systems and deliver results across high-volume, multi-channel servicing operations.
- Partner with Product, Tech, and OSS horizontal teams on enterprise initiatives to transform agent and customer experiences through process simplification, automation, waste elimination, and human-centered design.
- Translate strategic intent into tactical implementation plans, shape executive agendas, and drive horizontal operational outcomes across business lines.
- Build a collaborative, empowering, and inclusive environment; establish succession plans, champion Diversity, Inclusion, and Belonging, and cultivate psychological safety.
- Establish operational infrastructure and controls to identify, mitigate, and manage operational, financial, regulatory, and reputational risks.
- Deliver measurable reductions in operational waste, streamlined workflows, and improvements in customer and associate experience through automation, queue simplification, and digital and technology adoption.
- Maintain strong associate engagement, retention of high performers, and a robust talent pipeline.
- Manage audit and regulatory remediation, quality control breakages, and regulatory risk indicators to support continuous risk mitigation.
- Integrate customer insights into long-term operational strategies and balance immediate execution with future vision.
- Develop decision-making frameworks to navigate ambiguity, anticipate external and regulatory shifts, and balance priorities with proactive risk management.
- Communicate complex operational challenges clearly and persuasively to executive audiences.
- Build strategic networks across Tech, Product, and Design partners and develop solutions to navigate roadblocks without relying solely on positional authority.
- Lead cross-functional initiatives in matrixed environments, break down organizational silos, and foster a whole-team mentality.
- Attract diverse talent, champion psychological safety and DIB, and set a high performance bar through timely feedback and balanced delegation.
- Build scalable operating models and use data and technology to automate, streamline processes, and achieve transformational outcomes.
- Apply large-scale operational expertise to address complexity and solve legacy problems.
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.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
