Director, Operations Servicing Strategy, Supplier Partner Strategy and Transformation (Hybrid)

Director, Operations Servicing Strategy, Supplier Partner Strategy and Transformation (Hybrid)

Capital One’s Horizontal Servicing OSS (Operations Servicing Strategy) Global Operations Team focuses on delivering efficiency and scale solutions across our global channels footprint. In this role as a Director, Operations Servicing Strategy, Supplier Partner Strategy and Transformation, you will lead a team focused on identifying areas of operational improvement and delivering solutions against them. This role bridges strategy with execution, ensuring interdisciplinary alignment and extracting actionable intelligence from data to enhance operational quality and performance.

On any given day you will be:

• Identifying and driving transformation improvements across our Customer Channels footprint

• Leading the development of strategic roadmaps to harness platform capabilities for a global operational workforce

• Demonstrating leadership by leading a team of associates across multiple job families including process, risk, and operations servicing strategy

• Working with analyst and product teams to leverage data and technology to improve the tools and technology our agents use to service customers 

• Strengthening the analytical and critical thinking skills of a team to unlock the solutions that will transform the Customer Channels line of business 

 

What skills you need to bring to the table:

• Leadership- Influencing, challenging, and enabling associates and leaders to significantly evolve and lead through change. Drive complex projects and programs by providing strategic direction and project management

• Tech Fluency- The role does not require technical skills (e.g. coding) but you need to understand how to harness evolving technology to drive business outcomes. Further, you will be diving into problems with Business Analysts, Operations, and Tech teams and the ability to speak their language is critical to collaboration and consensus building 

• Curiosity- You have a curiosity to challenge the way things work and are capable of thinking outside of the box to develop and advocate for transformative solutions

• Results Focus- You have a bias towards action, try things and sometimes fail. You work in scaled agile frameworks and believe in iterative delivery with a focus on results

• Communication- You can communicate and partner with your team and key stakeholders across all levels of the company to manage, inform, and influence outcomes. They know your priorities and why you are doing what you are doing

• Analytical- Ability to access and leverage data to build compelling stories of where the leverage is and what investments will deliver the best outcome for our customers and stakeholders

• Customer-Centric- You lead with human centered design as the basis for decision making and influencing outcomes 

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

The associate will be traveling to visit international sites. The associate will be expected to travel an average of 25% of the time.

We recognize that many life paths can contribute to interest in this role. We value all experience, whether gained in a classroom or through other paths, and invite everyone who meets the qualifications to apply for this role.

Basic Qualifications:

• High School Diploma, GED or Equivalent Certification

• At least 5 years of experience delivering transformational initiatives

• At least 5 years of experience in People Management

• At least 5 years of experience directing process transformations or projects 

• At least 5 years of experience in Strategic planning

 

Preferred Qualifications:

• Bachelor's Degree

• PMP, Lean, Agile or Six Sigma certification

• 6+ years of experience directing process transformations or projects

• 6+ years of experience in People Management

• 3+ years of experience supporting t