Business Director, Chief of Staff, Customer Services & Strategy

Business Director, Chief of Staff, Customer Services & Strategy

As a Business Director, Chief of Staff you will be a key member of the Customer Services & Strategy Chief of Staff team taking over many responsibilities and making them your own. This role is a critical position supporting senior leadership, enabling leaders to execute strategic work while ensuring operational rigor. You will be accountable for associate experiences, capacity management and other strategic initiatives, and will have the opportunity to work with many diverse areas of the business. Expect a role that will stretch and challenge you, supercharging your growth by placing you in new situations that will excite and enrich you.

This role will be a a massive personal growth opportunity that offers the chance to:

• Go deep into the organization to really understand the business

• Work directly with the senior leadership team

• Lead key and impactful horizontal initiatives

• Have personal impact on the culture and engagement of the ~ 18k associates within the organization 

This role is perfect for someone with a growth mindset, a big picture strategic thinker and a love of problem-solving. The day to day will span strategic, analytical, and operational levels. Your ability to learn quickly, problem solve superbly, and identify experts to deliver outstanding solutions is crucial to success in this role. You’re inclined to think disruptively and not afraid to question the status quo. Above all, we're looking for someone who is creative, proactive, and excited about the opportunities ahead.

General Responsibilities:  

• Strategic leadership:  Serve as a strategic thought partner for senior leadership and act as a central point of contact between the leadership team and other key partners (e.g. tech, platform)

• Leadership:  Manage and develop multiple associates. Coaching and mentoring associates with a goal of developing and retaining talent at Capital One 

• Execution:  Manage and sequence delivery of business intent, build business requirements and execute against the product strategy. Oversee multiple projects and programs concurrently 

• Partnership:  Work closely with colleagues across Capital One including:  tech, segments, finance, enterprise partners and others to drive improvement in quality, volume, service, and profitability  

• Strategic; analytic orientation: A proven track record of decision making and problem solving based on analytics. Conceptual thinking skills must be complemented by a strong quantitative orientation, given that a large part of the business is based on rigorous analytic marketing & credit risk management 

• Strong business judgment, leadership and integrity: They should be a tenacious decision maker, able to bring a healthy, aggressive, yet responsible approach to business. 

• Problem solving: They should understand the organization’s strategy and vision so that they can lean in to complex problems and influence as necessary 

• Solid people leadership experience: Ability to build and leverage the capabilities of a high-performing team, as well as business partners across the enterprise. They should foster innovation, drive critical decisions, hold business partners accountable, and be able to consistently deliver results 

• Strong executive communication skills: Impeccable written and oral communication credentials, coupled with strategic influencing skills and the ability to drive agreement through intellect, interpersonal and negotiation skills 

• Clear results orientation: display an intense focus on achieving both short and long term goals. They should be able to drive and execute an agenda in an uncertain and fluid environment

• Successful track record of thriving in a fast paced, entrepreneurial and dynamic environment. Previous consulting experience is a plus

Basic Qualifications:  

• Bachelor’s Degree in any quantitative field (Business, Math, Economics, Finance, Statistics, Science, Engineering)

• At least 7 years of experience in analysis 

Preferred Qualifications:  

• Master’s Degree 

• 2+ years of experience in financial services 

• 1+ year of experience in consulting 

Capital One will consider sponsoring a new qualified applicant for employment authorization fo