Senior Manager, Senior Department Operations Manager, CAO (Customer Advocacy Office) (Hybrid)

Overview

Senior Manager, Senior Department Operations Manager, CAO (Customer Advocacy Office) (Hybrid)

Do these statements describe you? If so, please consider this role! 

• You thrive in service recovery, when something goes wrong you understand and elevate the experience to make it right

• Your ideal work style includes new challenges every day, making connections, and leading  complex operations 

• You take pride in delivering high-impact work that allows your team to grow & develop with a clear sense of purpose 

• You enjoy seeking and actioning stakeholder feedback

• You get excited about using technology to solve problems while making connections that make work easier to get right

• You enjoy leading a high-performing team toward great results and transforming operations to provide exceptional service and insights 

The Customer Advocacy Operations (CAO) team is seeking a Senior Department Operations Manager who will be responsible for day-to-day operations leading resolution of some of our most critical service recovery complaints through effective root cause identification and resolution.   We are looking for a leader who will build and run a best-in-class operation, build horizontal team relationships with upstream and downstream partners, and reimagine how we work, elevate insights and connect associates to career and development goals they desire.  This role includes leading leaders, so having proven experience as a people manager is critical.

Qualities you’ll bring:

Leadership

• You are an influential, supportive,  leader with a passion for building a vibrant team culture. 

• You are a thoughtful and inspirational leader that leads with head and heart while creating an environment that enables excellence.

Process and Operational Excellence

• You have a proven track record of effectively leading well managed processes in an operations environment.

• You utilize data and insights to monitor process and operations effectiveness and identify and implement continuous improvements. 

• You elevate needs & drive change improving delivery, quality and efficiency to improve customer experience

Innovative Problem Solving

• You enjoy solving complex problems across processes and technology and work well with others to identify problem statements and potential solutions

• You have a deep understanding of operations and how small adjustments can have outsized impacts (both positive and negative)

Teamwork

• You can work closely with others across a matrixed environment to improve dependencies and move shared work forward 

• You are a good communicator and active listener making it easy for others to share ideas, concerns and feedback 

An ideal candidate is someone who understands operations, setting and achieving goals, and connecting our team of unbelievable associates to our vision of taking care of our customers.  We are looking for someone that can help steward and tell the story for Customer Advocacy Office (CAO) operations, and the horizontal impacts our operations team can have across the broader Card Channels organization.  This means understanding data, and the needs for next-level documentation, and data integrity.  This puts the candidate in a position to build their network across a diverse set of business partners, elevating the awareness and understanding of how we are handling complaints, and what we are learning from them.

Specifically this role will be responsible for:

• Manage back-office operations and customer engagement throughout the life-cycle

• Leadership of back-office management team

• Coach, develop, mentor direct reports and a broader multi level organization

• Lead and manage projects and initiatives and partner on transforming our complaint handling across Channels

• Manage 4-6 direct reports who will have direct reports as well; This Senior Manager will be a leader of leaders

Location: This role is hybrid, where you will be expected to spend 3 days per week working in the office (McLean, VA or Richmond, VA) and the remainder of the week working virtually.

Basic Qualifications:

• High School Diploma, GED, or Equivalent Certification

• At least 4 years of experience in Operations

• At least 4 years of People Management experience in an Operations environment

• At least 2 years of Relationship Management Experience  

• At least 2 years of Process Management or Project Management Experience

• At least 2 years of experience using Google Suite or Microsoft Office

Preferred Qualifications:

• Bachelor's Degree in Business, Organizational Behavior, Process Management, Human Resources or Mathematics

• At least 5 years of experience in Operations

• At least 5 years of experience in People Management

• At least 4 years of Relationship Management Experience      

• At least 4 years of Process Management or Project Management Experience

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

The minimum and maximum full-time annual salaries for this role are listed below, by location. Please note that this salary information is solely for candidates hired to perform work within one of these locations, and refers to the amount Capital One is willing to pay at the time of this posting. Salaries for part-time roles will be prorated based upon the agreed upon number of hours to be regularly worked.

McLean, VA: $154,600 - $176,400 for Sr. Department Ops Manager

Richmond, VA: $140,600 - $160,400 for Sr. Department Ops Manager

Candidates hired to work in other locations will be subject to the pay range associated with that location, and the actual annualized salary amount offered to any candidate at the time of hire will be reflected solely in the candidate’s offer letter.

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.

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 RecruitingAccommodation@capitalone.com. 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 Careers@capitalone.com

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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).