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

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 virtuall