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R148106 Posted 09/22/2022

Sr Manager, Customer Experience Operations

Richmond, Virginia | McLean, Virginia | Chicago, Illinois
  • Category Process and Project Management
  • Experience Sr. Manager
  • Primary Address Richmond, Virginia

Overview

West Creek 8 (12080), United States of America, Richmond, Virginia

Sr Manager, Customer Experience Operations

Our Card Partnerships Business aims to create differentiated value to customers by harnessing the unique capabilities of both Capital One and our Partners. Our Mission is to Win, Retain, and Grow New Partnerships by building trusted client relationships and enhancing loyalty through ingenuity and customer centric solutions.  This is an exciting time for Capital One Card Partnerships, as we are looking to expand our business aggressively in the partner credit card segment, not only through organic growth in existing programs, but also through acquisitions of new card partners, the focus of this role.

The Partnership Customer Experience Operations (CXO) Team is a critical part of our US Card Partnership Organization and is seeking a Snr Mgr to drive the work associated with the Launch and Conversion of new Partners to Capital One infrastructure.  In this position, you will be responsible for leading launches and driving strategic design of our customer experiences, balancing both efficiencies and leveraging our best in class capabilities and product sets.   You’ll establish deep relationships with your counterparts across technology, product, operations and marketing which you will leverage as you drive to identify the best outcomes for both the Partner and Capital One. 

As you drive these new partner launches, you will have the opportunity to be a  thought leader and drive significant  enhancements and improved efficiencies across the launch life cycle.  You will be critical in shaping our approach to efficiently and effectively on-boarding new partners and drive changes that both improve our marketability to other partners as well as create a solid foundation of trust and respect with our onboarding partner.  

You will regularly integrate and influence multiple groups and be seen as a strong consultant by business, strategy, and operations partners in developing strategic capabilities and executing sustainable customer, partner and agent experiences. You will educate and gain buy-in from key stakeholders to ensure partner onboarding and process improvement processes deliver breakthrough business results and radically enhance partner and customer satisfaction.

On any given day you will be: 

Driving Key Launch and Conversion Milestones from strategy through implementation:

  • Designing and distilling big picture strategies and intent for customer experiences into requirements and implementation plans and executing process efficiency 

  • Playing a key role to onboarding partners and your job will be to ensure their conversion intent is understood and delivered in the manner that they expect

  • Consistent interactions with the larger program teams to participate, identify and mitigate major risks impacting the conversions

  • Partnering with your cross functional teams to understand any integration points and/or secondary impacts of the broader business intent and goals

Influencing

  • Partnering with our Business Development teams to create the best set of experiences and products offered to our potential partners

  • 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 to support both COF and Partner Infrastructures, as well as ensuring customer satisfaction and delight

  • Creating and delivering presentations to senior management. Guiding and influencing senior management discussions and decisions

Leading Horizontally

  • 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

What skills you need to bring to the table: 

  • Leadership - Navigating a Business to Business to Consumer business model is challenging and requires a strong leader.   Influencing, challenging and enabling associates and leaders to significantly evolve and lead through change. Drive complex projects and programs by providing strategic direction and project management

  • Judgment - Working directly with Partners requires the right approach every time.  You take time to learn how to communicate with your new partner, learn their preferences and ensure you are able to approach each interaction with that knowledge and deliberate experience to get to the best possible outcomes.  

  • Technical and Strategic - Product and Technology are differentiators for Capital One in the Partnerships business and while our team does not do the coding, having a solid understanding of our technology and the experiences it can drive is a crucial part of your success in this space. Partnering closely with your Product and Tech leads will only deepen your ability to ideate and drive customer/partner forward solutions in this essential workspace

  • Intellectually Curious - You ask why, you explore, and you’re not afraid to come to the table with a totally new idea. Solving complex problems is what drives you and you like taking on new ones 

  • Do-er - you have a bias towards action, try things and sometimes fail. You work in scaled agile frameworks and have iterative delivery with a focus on results 

  • Communicator - 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

Basic Qualifications:

  • Bachelor's Degree 

  • At least 3 years of experience in People Management

  • At least 5 years of experience in Strategic Planning or Project Management or Product Management

Preferred Qualifications:

  • Masters Degree in Management, Business or Business Administration (MBA), or Marketing 

  • 7+ years of experience leading large scale process transformations or projects

  • 7+ years of experience in Strategic Design or Project Management or Product Management

  • • 5+ years of experience in People Management

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

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, race, color, age, national origin, religion, physical and mental disability, genetic information, marital status, sexual orientation, gender identity/assignment, citizenship, pregnancy or maternity, protected veteran status, or any other status prohibited by applicable national, 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

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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