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R191447 Posted 07/05/2024

Director, Supply Chain Operations Servicing Strategy - Horizontal Services (Hybrid)

McLean, Virginia | Richmond, Virginia
  • Category Customer Care
  • Experience Director
  • Primary Address McLean, Virginia


Center 1 (19052), United States of America, McLean, Virginia

Director, Supply Chain Operations Servicing Strategy - Horizontal Services (Hybrid)

The U.S. Credit Card Supply Chain Solutions (SCS) Horizontal Servicing organization focuses on delivering efficiency and scale solutions across our Supply Chain footprint. As we transform the U.S. Credit Card Supply Chain operations, we are embarking on significant changes that will impact the business across our customer journeys, operations, data, and technology.  The Operations Servicing Strategy Director will head SCS’ Horizontal Servicing organization. You will lead large teams that work closely with other leaders within SCS and partners such as Product, Servicing Strategy, Tech, Risk, Finance, and Enterprise Supply Management to understand areas within our Supply Chain that are creating friction for our customers and are impeding our ability to provide efficient, and accurate customer service. This leader will manage very talented and highly motivated process, project, data, operations servicing strategy, and risk leaders. 

Responsibilities of this role includes:

  • Leading large size teams to drive complex process documentation, improvement, and execution initiatives

  • Designing, developing, and managing process initiatives in a complex dynamic environment, revising needs to meet changing requirements

  • Partnering cross-functionally with Line of Businesses and stakeholders to provide strategic and tactical thought partnership to effectively drive results

  • Building relationships and collaborating with key stakeholders to ensure delivery of commitments

  • Serving as subject matter expert on process documentation, improvement, and execution initiatives and procedure changes

On any given day you will be:  

Leading Strategic Direction 

  • Partnering closely with Line of Business leaders to ensure Supply Chain Solutions 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 strategic programs and initiatives, partnering with project and product teams to integrate designs and 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 over-arching 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 

What skills you need to bring to the table:

Leadership: Influencing, challenging, and enabling associates and leaders to significantly evolve and lead through change. Drive complex projects and programs by providing strategic direction.  

Tech & Product Fluency: The role does not require technical skills (e.g. coding) but you need to understand how to harness evolving technology to drive business outcomes. Further, you will be diving into problems with Business Analysts, Operations, and Tech teams and the ability to speak their language is critical to collaboration and consensus building. 

Curiosity: You have a curiosity to challenge the way things work and are capable of thinking outside of the box to develop and advocate for transformative solutions. 

Results Focus: You have a bias towards action, try things and sometimes fail. You work in scaled agile frameworks and believe in iterative delivery with a focus on results. 

Communication: 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: Ability to access and leverage data to build compelling stories of where the leverage is and what investments will deliver the best outcome for our customers and stakeholders. 

Customer-Centric: You lead with human centered design as the basis for decision making and influencing outcomes 

Location: This role is hybrid, where you will be expected to spend about half of your working time in the office and half working virtually.

We recognize that many life paths can contribute to interest in this role. We value all experience, whether gained in a classroom or through other paths, and invite everyone who meets the qualifications to apply for this role.

Basic Qualifications:

  • High School Diploma, GED or Equivalent Certification

  • At least 5 years of experience in Process or Project Management

  • At least 5 years of experience in People Management

  • At least 5 years of experience in Strategic planning

  • At least 5 years of experience in Risk Mitigation

Preferred Qualifications:

  • Bachelor's Degree 

  • PMP, Lean, Agile or Six Sigma certification

  • 6+ years of experience in Process Management

  • 6+ years of experience in People Management

At this time, Capital One will not sponsor a new applicant for employment authorization for this position.

Capital One offers a comprehensive, competitive, and inclusive set of health, financial and other benefits that support your total well-being. Learn more at theCapital One Careers website. Eligibility varies based on full or part-time status, exempt or non-exempt status, and management level.

This role is expected to accept applications for a minimum of 5 business days.

No agencies please. Capital One is an equal opportunity employer committed to diversity and inclusion in the workplace. All qualified applicants will receive consideration for employment without regard to sex (including pregnancy, childbirth or related medical conditions), race, color, age, national origin, religion, disability, genetic information, marital status, sexual orientation, gender identity, gender reassignment, citizenship, immigration status, protected veteran status, or any other basis prohibited under applicable federal, state or local law. Capital One promotes a drug-free workplace. Capital One will consider for employment qualified applicants with a criminal history in a manner consistent with the requirements of applicable laws regarding criminal background inquiries, including, to the extent applicable, Article 23-A of the New York Correction Law; San Francisco, California Police Code Article 49, Sections 4901-4920; New York City’s Fair Chance Act; Philadelphia’s Fair Criminal Records Screening Act; and other applicable federal, state, and local laws and regulations regarding criminal background inquiries.

If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation, please contact Capital One Recruiting at 1-800-304-9102 or via email at All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations.

For technical support or questions about Capital One's recruiting process, please send an email to

Capital One does not provide, endorse nor guarantee and is not liable for third-party products, services, educational tools or other information available through this site.

Capital One Financial is made up of several different entities. Please note that any position posted in Canada is for Capital One Canada, any position posted in the United Kingdom is for Capital One Europe and any position posted in the Philippines is for Capital One Philippines Service Corp. (COPSSC).

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