Sr. Manager, Customer Centricity - Business Cards & Payments (Remote)

Sr. Manager, Customer Centricity - Business Cards & Payments (Remote)

In Business Cards and Payments, we’re on a mission to pave the path for businesses to do more business! In the BC&P Operating Office, we focus on serving as the operational engine enabling alignment, velocity, and resilience across the organization at all levels.  The BC&P Operating Office is made up of 3 pillars: Strategic Operations, Organizational Operations and TOH Operations. This particular role sits on our Organizational Operations team; this team is the nexus of people and process and is responsible for keeping a pulse on organizational health at all times. 

As our Customer Centricity Lead, Chief of Staff in Business Cards and Payments at Capital One, you can achieve results you never thought possible by leading critical and strategic business projects. In this exciting role, you will work closely with key executive stakeholders across BC&P, where you will be responsible for building, launching and sustaining our Customer Centricity strategy in BC&P. The ideal candidate is customer-obsessed and is excited about the opportunity to lead a variety of projects and programs that impact our customers and our approach to work here in BC&P. 

The skills you bring:

• Proven ability to build strong, trusted relationships and operate in an influential manner with executives to assist in driving the Customer Centricity agenda

• Highly collaborative; has excellent communication skills which are essential for interacting and communicating with key stakeholders to manage, inform and influence outcomes. 

• In partnership with key stakeholders, lead the development and implementation of short and long term strategic programs for BC&P associates 

• Strong project management and organizational skills, with an understanding of, and appreciation for, how exceptional associate experience can drive business results 

• Highly-motivated, self-starter who can work autonomously and can independently take initiative

• Proven ability to lead moderate sized cross functional teams to drive complex projects and programs by providing strategic direction

• An energetic, creative and fun-loving personality that fosters an environment built upon trust, collaboration, and belonging

• Known as a true changemaker who pushes the boundaries and is constantly thinking “it could be better if” 

• Impeccable judgment and ability to balance the needs of the organization, leaders and associates

• Strong forward lean; proactively anticipates business needs, manages stakeholder expectations, and operates exceptionally in gray space

• Proven ability to influence leaders, think creatively, participate fully and work collaboratively to develop and execute strategies, solutions and experiences

What You’ll Own: 

• Partners with across BC&P to deliver on the roadmap, owning and directing work across teams to ensure high quality, on time delivery

• Drives innovation in process and execution across our portfolio

• Creates executive-ready presentations and materials

• Leads special projects autonomously and through partnership with cross functional teams

• Prioritize and focus leaders in a number of key areas

• Understand the senior leader’s intent and vision, lead other leaders to drive and track the senior leader’s goals and priorities

• Tackle and solve issues through escalation and articulate the issues that need to be resolved to elevate the team and allow easy accountability

• Work closely with all business units and functions to align operations with strategy

• Influence across all levels of the organization and across organizations

• Develop relationships within direct and extended teams to serve as an informed and helpful sounding board and thought partner

The Successful Candidate Will:

• Demonstrate strong communications proficiency, including across teams and organizations, and have experience utilizing verbal and written communication skills along with presentation skills

• Have the ability to multitask with simultaneous projects and initiatives, while demonstrating urgency, prioritization, and ownership to drive issues to completion

• Possess excellent organizational skills and the ability to be goal/exe