Director, Cross Functional Strategy, Customer Experience Operations (Hybrid)

Center 1 (19052), United States of America, McLean, Virginia

Director, Cross Functional Strategy, Customer Experience Operations (Hybrid)

The Director, Cross Functional Strategy, Customer Experience Operations will provide critical strategic thinking and leadership in the areas of operations, business strategy and alignment, communications, organizational culture, associate engagement, finance, process controls and improvements, and organizational effectiveness for the newly integrated Customer Experience Operations (CXO) organization.  This leader will be accountable for driving the strategic planning process and management system for CXO, and will ensure all initiatives achieve the desired objectives, within scope and timeline.  They will also serve as the primary point of contact for partner teams such as Finance, Risk and Human Resources.  

The Director, Cross Functional Strategy will partner with CXO Leadership on defining the organization’s operations and call center strategy, measuring progress against performance objectives (Objectives/Key Results--OKRs), and management practices/operating rhythms for the team. This role helps ensure we are focusing on our highest priorities and delivering on our operational and customer commitments. This is a catch-all role requiring exceptional organizational, influencing and people skills. To be successful in the role, this leader  must be able to flex from leading large cross-functional efforts to executing smaller and more tactical efforts when needed. The ideal candidate should be an excellent communicator, expected to ask the tough questions, to challenge the status quo, create a highly effective leadership team, and know how to influence and drive change.  This role will be critical in building relationships across departmental lanes, multiple partner teams, and stakeholder groups across Card, Retail Bank, and Operations. 

 

Responsibilities of this role may include:

• Engage as an extension of the Senior Leader with the organization’s customers and partners.

• Develop and iterate on management practices (Leadership Team and organization) to enable the transparency, efficiency and effectiveness of our organization

• Strategic business priorities - facilitate defining business priorities and drive goal setting efforts for the organization, inclusive of cascading information through the organization

• Support executive in driving business critical diversity, inclusion and belonging efforts

• Work with Finance partners to manage the top-of-house operating budget

• Coordinate regular reviews of key metrics and initiatives for Monthly Business Reviews

• Engage in organizational design and headcount planning processes for a hybrid operations and call center organization  

• Develop and execute the department communications strategy

• Serve as the eyes and ears for the leadership team and the “go to” person for information and historical materials

• Lead Culture/Associate Engagement/Recognition agenda for the organization and own top-of-house execution of activities

• Manage special projects and leverage skills to provide support where needed on key department initiatives

• Facilitate leadership team routines and develop materials 

 

The ideal candidate will possess:

• Strong business judgment, influencing skills, people leadership and integrity are essential for this position

• Must possess high “EQ” and be a collaborative team player

• Self-starter that can work autonomously and can take initiative; highly motivated

• Confident to champion unpopular ideas even with more senior leaders

• Ability to navigate “white space” or ambiguous situations

• Strong process orientation and knowledge of running a large-scale call center and back office operations function 

• Strong facilitation, negotiation and mediation skills; ability to drive to consensus / decisions

• Strong project management and organizational skills. Meticulous attention to detail

• Excellent written and verbal communication skills

• Discretion in handling highly sensitive issues

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 workin