Auto Finance Sr Extended Operations Manager - Repossession Operations (Hybrid)

Auto Finance Sr Extended Operations Manager - Repossession Operations (Hybrid)

As the Sr. Extended Operations Manager for Capital One Auto, you will be responsible for driving repossession and non-repo resolve performance across our portfolio of repo-eligible customers. You will lead teams front- and back-office associates and leaders that support vendor relationship and performance management, invoicing, and elements of assignment management. You will play a critical role in driving repossession strategy and will partner closely with a network of repossession service providers (RSP), providing consultative guidance and support to help each partner achieve its operational objectives and performance goals. Your ability to build entrenched relationships with business owners and key decision makers throughout various levels of the organization will ensure Capital One’s performance and compliance in this space. You will be responsible for the performance, compliance, and engagement of Capital One’s large partner network along with your internal teams. 

Job Description: 

• Manage, lead, coach, and develop leaders and cross-functional teams

• Recruit, onboard, and maintain relationships with repossession vendors nationwide

• Monitor and manage vendor performance using KPIs

• Monitor and manage performance internally at agent, team, and portfolio levels

• Ensure all repossession activities comply with federal, state, and local regulations (FDCPA, UCC, CFPB guidelines, etc.)

• Conduct audits and investigations into vendor conduct and recovery incidents

• Manage assignment distribution, tracking, and resolution through repossession management platforms (e.g., RDN, ClearPlan, Recovery Connect)

• Resolve escalated issues with customers, agents, or internal departments

• Analyze data to identify trends, coverage gaps, and cost-saving opportunities

• Collaborate with Loss Mitigation, Legal, and Remarketing teams to streamline recovery processes

• Collaborate with technology, data, analyst, product and other cross-functional teams to solve problems, influence change, and drive repo strategy 

• Be open and available to travel (10-25% travel on average)

The ideal candidate will: 

• Have an entrepreneurial spirit and serve as an advocate for our customers and vendors

• Thrive in a fast paced, rapidly changing environment, acquiring and maintaining high levels of product, service, and process knowledge

• Be innovative, highly organized, and have a measurable, demonstrated ability to drive business results while delivering superior service to our customers

• Be flexible and open to change, lead optimistically through change, proactively drive change, proactively influence change both internally and externally with vendors

• Demonstrate the ability to work remotely and independently with ample self-motivation and discipline

• Possess superior relationship building skills

• Have exceptional written, verbal, and presentation skills (both in building slide-based or other written formatted presentations and in presenting verbally)

• Cultivate a desire for learning and personal growth with the ability to use feedback in a positive way with personal accountability

**This position does require onsite attendance **
Location: This role is hybrid, where you will be expected to be in the office in Plano, TX for certain aspects of the role. The role also includes ~25% travel where you would be visiting vendors.

Basic Qualifications:

• High School Diploma, GED or equivalent certification

• At least 5 years of experience in repo operations or vehicle remarketing or skip tracing

• At least 3 years of people leadership experience

• At least 3 years of vendor management experience

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

Preferred Qualifications:

• Bachelor’s Degree or military experience

• At least 7 years of experience in repo operations or vehicle remarketing or skip tracing

• At least 5 years of people leadership experience

• At least 5 years of vendor management experien