Sr. Extended Ops Associate, Travel Booking Experiences (Remote-Eligible)

Recruiting: VA - McLean, United States of America, McLean, Virginia

Sr. Extended Ops Associate, Travel Booking Experiences (Remote-Eligible)

As a Senior Extended Operations Associate of Traveling Booking Experiences at Capital One, you will be part of a smart, talented team responsible for ensuring a well-managed environment for all processes supported by the Travel Operations team.  The Sr. Extended Ops Associate will be an integrative thinker who is motivated to drive change, has exceptional attention to detail, and consistently innovates while delivering results. They will be able to review and analyze complex documents and offer solutions to issues that arise.  Additionally, they will be able to communicate effectively across all levels of the company and have an ability to influence others.

We believe our portfolio of businesses and investments in growth and transformation will result in a company with the scale, brand, capabilities, talent, and values to succeed as the digital revolution transforms our society and our industry.

 

The Sr Extended Ops Associate will be the liaison between Capital One and Travel Call centers in the areas of agent performance and customer satisfaction. We are a fast-paced, get-stuff-done team solving difficult problems in unique ways. We’re focused on scaling our products to millions of customers and refining the experience to create a product that customers can’t live without. 

As a Travel Sr. Extended Ops Associate, you will:

• Work as liaison between Capital One and Travel Call centers in the areas of agent performance and customer satisfaction

• Ownership of customer satisfaction and Net Promoter Score / Customer Satisfaction Score reporting from call centers, including trend analysis and improvement plans to drive increase in those metrics

• Maintain regulatory compliance by reviewing and socializing Adherence Quality Assurance / Quality Management Operations, work with call centers on any regulatory errors and remediation plans

• Perform call listening independently each week, correlating with Customer Satisfaction Score results

• From findings, suggest needed improvements, clarifications or retraining 

• Host call listening sessions with large audiences with specific goals or intended results

• As needed, assist with investigations into complaints

• Ensure expectations of call centers are upheld, via weekly contact and occasional travel to centers. 

• Additional responsibilities as the role and product develops

We want you on our team if you are: 

• Intellectually Curious, with a strong Point of View 

  • You ask why, you explore, you're not afraid to blurt out your crazy idea or follow an email chain for weeks to find someone with an answer. 

  • You are comfortable with ambiguity, a hunger to learn new things and a seeker of new challenges. You use this curiosity to develop and then continuously refine your point of views.

• Influential and a great Communicator 

  • You strive for open, clear and concise communication; know and understand audience and tailors communication appropriately. You are open to seek, receive and give constructive feedback.

  • You can communicate complex ideas clearly regardless of your audience. Our team knows their priorities and why they’re doing what they’re doing. You always can rally associates to work with you.

• Impact-driven and ROI obsessed

  • You dream big. You desire to make the world a better place, and you get energy from working with others with similar passions to accomplish big, bold goals.

  • You care about doing what’s best for the community and for Capital one’s associates and business and you know that limited resources mean we are ready to jump in as needed.

• Proactive and a natural Doer 

  • You’re biased toward action, you try things and sometimes you fail. You can get around roadblocks and stay focused on your goals. You’re well organized, able to multitask and able to prioritize your work.

  • You are energetic and an individual who shows initiative, and has a positive attitude to change.

• Wired for Collaboration and Connection: 

  • You thrive in a matrixed organization because you know that together we can do better. You love the chance to share your perspective, to hear the perspectives of others, and to figure out how teams can collaborate.


  • You embody a “we” mentality and “connect the dots” beyond the work of own team, a true team player. 

• Customer Focused

  • <