Work From Home - Department Operations Manager - Customer Operations

Work From Home - Department Operations Manager - Customer Operations

Are you looking for a challenging role that includes the convenience of working virtually at home? Then a Capital One Customer Operations role may be the role for you! To be eligible for this role, candidates must live within a 100 miles radius of one of the following zip codes (excluding CA) and report in person, when required, with at least 24 hours notice.

• 23060 (Richmond, VA)

• 23320 (Chesapeake, VA)

• 33634 (Tampa, FL)

• 89144 (Las Vegas, NV)

• 75024 (Plano, TX)

• 19801 (Wilmington, DE) 

• 68521 (Lincoln, NE)

• 56301 (St. Cloud, MN)

The Department Manager is a critical leadership role and the engine of our large-scale customer service organization, overseeing a team that includes between 75 and 180 direct and indirect reports. This isn't just about managing volume; it's about finding the next level of operational efficiency and customer delight. We need a visionary who can drive results, inspire performance beyond our current benchmarks, and cultivate an environment where every agent and unit manager excels. This leader will be responsible for translating strategic objectives into daily operational excellence, focusing on core areas like managing talent pipelines, optimizing cost-to-serve metrics, and identifying breakthrough process improvements that elevate service quality across the entire customer journey.

Key Responsibilities

• Oversee the day-to-day operations of the department to ensure all established service level agreements (SLAs) and key performance indicators (KPIs) are consistently met or exceeded

• Elevate performance misses and proactively problem solve when unforeseen events impact operations health

• Analyze performance data (AHT/THT, FCR, CSAT, NPS, SA, QXP, PTS) to identify trends, pinpoint root causes of inefficiencies, and implement strategic adjustments

• Actively identify and champion opportunities to deliver improvements in process, service, and cost

• Cultivate a high-energy, results-oriented, and customer-focused culture across all reporting lines, ensuring alignment with company values

• Direct and coach Unit Managers, ensuring they have the skills and coaching capabilities necessary to manage and develop their respective teams effectively

• Own the employee lifecycle, including performance management, succession planning, and driving high engagement. This includes managing talent by identifying high-potential employees for growth and addressing performance gaps decisively

• Maintains up-to-date expert knowledge of business area policies and procedures and ensures team awareness and compliance with all changes.

• Ensure consistency and quality across all customer interactions by maintaining rigorous quality standards and addressing critical customer feedback

• Ensure all departmental actions and employee conduct strictly adhere to company policies and all relevant regulatory compliance standards

Basic Qualifications:

•  High School Diploma, GED or Equivalent Certification

•  At least 5 years of Contact Center or Production Operation experience 

• At least 3 years of People Leadership Experience    

• At least 3 years of Coaching or Mentoring experience

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

• At least 2 years of Relationship Management Experience    

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

Preferred Qualifications:

• Bachelor's Degree

• At least 6 years of Contact Center or Production Operation experience 

• At least 4 years of People Leadership Experience    

• At least 4 years of Relationship Management Experience    

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

Work from Home Technology Requirements

• Secure home office environment that is free from background noise and distractions

• Reliable private internet connection