Manager, Operations Servicing Strategy, Complaints (Hybrid)

Manager, Operations Servicing Strategy, Complaints (Hybrid)

At Capital One, we’re committed to delivering world-class experiences for our customers - especially when something goes wrong.  In Escalated Complaints Horizontal Operations & Strategy (ECHOS) we’re focused on delivering the best possible experience during the moments that matter for our customers.  As the complaint landscape continues to change, we are committed to delivering revolutionized, best-in-class service, and we’re looking for strategic, analytical and collaborative leaders to help us get there.  

The Role

We are seeking a strategic and dynamic Manager, Operations Servicing Strategy to lead a high-impact team within our Complaints Operations Strategy organization.  In this manager-level role, you will have direct reports and will be responsible not only for driving game changing process improvements, but also for developing and coaching a team of process experts.  This is a high-visibility role for a transformative leader who thrives on solving complex problems, building strong relationships and turning strategy into action.

You’ll lead the charge in tearing down inefficient legacy processes, and delivering measurable improvements across the complaints organization.  Your leadership presence, data fluency and ability to influence at all levels will be key to your success.

Key Responsibilities

• Lead, coach and develop a high-performing team of process professionals focused on transforming complaint intake and handling operations

• Set team vision, define priorities and ensure alignment with the Enterprise Complaint Standard and customer experience goals

• Oversee discovery, analysis and redesign of core complaint processes - identifying gaps, inefficiencies and opportunities for innovation

• Use data to guide strategic decision making and quantify business case value for proposed solutions

• Champion continuous improvement practices (Lean, Six Sigma, etc…) and embed them into team workflows

• Build strong cross-functional partnerships across Operations, Risk, Compliance, Product, Technology and other business areas

• Develop and deliver senior leader-ready communications and recommendations that influence strategic direction

• Foster a culture of accountability, curiosity and collaboration within the team and across stakeholder groups

Who we are Seeking

• Strategic Problem Solver - You see complexity as an opportunity.  You’re skilled at breaking down ambiguous problems and developing clear, actionable solutions

• Proven People Leader - You have a track record of coaching, developing and inspiring high-performing teams, and you’re passionate about growing others

• Process Architect - You’ve led the design and implementation of end-to-end process improvements that drove measurable results in performance, efficiency and customer experience

• Data-Driven Decision Maker - You use data to guide strategy, validate hypotheses and quantify impact, not just to report on performance

• Persuasive Communicator - You build and deliver compelling narratives that gain stakeholder buy-in across all levels of the organization

• Lean & Continuous Improvement Champion - You bring a toolkit of methodologies like Lean, Six Sigma, etc., and know when and how to apply them

• Collaborative Partner - You work cross-functionally with ease, knowing that great solutions rarely live in a vacuum 

• Customer-Centric Mindset - You make decisions that improve customer outcomes while balancing risk, compliance and operational effectiveness

• Respected Influencer - You bring leadership presence and credibility, influencing senior leaders without relying on hierarchy

• Bias for Action - You’re proactive, self-directed and thrive in environments where you’re trusted to drive results without micromanagement

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

Basic Qualifications: 

• High School Diploma, GED or equivalent certification 

• At least 3 years of experience in process management, operations strategy or risk management