Senior Manager, XD Tools Operations Lead
Capital OneAbout the role
At Capital One, we’re building a leading information-based technology company. Still founder-led by Chairman and Chief Executive Officer Richard Fairbank, Capital One is on a mission to help our customers succeed by bringing ingenuity, simplicity, and humanity to banking. We measure our efforts by the success our customers enjoy and the advocacy they exhibit. We are succeeding because they are succeeding.
Guided by our shared values, we thrive in an environment where collaboration and openness are valued. We believe that innovation is powered by perspective and that teamwork and respect for each other lead to superior results. We elevate each other and obsess about doing the right thing. Our associates serve with humility and a deep respect for their responsibility in helping our customers achieve their goals and realize their dreams. Together, we are on a quest to change banking for good.
About the Team:
We are currently seeking a Tools Operations Lead to join our team. We are passionate about keeping our Experience Design teams well managed so that they can deliver world-class products that redefine the day-to-day experiences for our customers and associates.
As the Tools Operations Lead for Capital One’s Experience Design organization, you will apply your technical, process management, risk management and analytical skills to manage all operational capabilities for our growing suite of tools. You will be responsible for working across the enterprise and managing and vendor relationships on behalf of the Experience Design organization to ensure that our tools are innovatively solving research and design capability needs, are onboarded in full compliance with Capital One’s cyber and risk requirements, are rolled out effectively to our user population to maximize adoption and are supported throughout their lifecycle.
The Experience Design team at Capital One is at the forefront of enriching our customers’ digital and physical experiences. We champion a thriving environment of collaboration, authenticity, and healthy critique, in which we honor diversity of thought, create a culture of belonging, and elevate one another. If you’re an innovator and storyteller who embraces an environment where you can experiment, learn, and change banking for good, we would love to hear from you.
What You’ll Do:
You’ll be asked to handle a variety of responsibilities, including:
Collaboration & Delivery
Understanding, documenting and analyzing current state capabilities regarding Tools. Leverage industry benchmarking to determine best practices and lessons learned.
Partnering with research and design leads to identify and prioritize capability requirements
Coordinate the assessment and onboarding of any new tools and work with existing vendors and technology partners on tool enhancement initiatives
Building and maintaining strong working relationships by collaborating with technology, product, and business teams to uncover customer and business needs
Write and revise documents such as policies, standards, procedures, and guidelines. Develop and enhance processes, tools, templates, and job aides. Write, contribute to, edit, and deliver presentations that aid in the design, development, refinement, and usage of Tools.
Collaborate effectively across multiple organizations such as Cyber InfoSec, Tech, Tech Architecture, Enterprise Supply Management, Operational Risk Management, Enterprise Risk Management, Compliance, Business Risk Offices
Ensuring the organization is appropriately informed of tools updates and risk management events
Oversees tool usage standards, in alignment with risk and cyber requirements
Driving momentum by keeping the overall work portfolio and team on track
Manage the intake process for tools questions and requests for the tool end users and our partners
Encouraging innovation and helping support and enable effective and efficient research and design teams
Advocating for prioritization of product enhancements grounded in research and analysis
Building and maintaining strong working relationships by collaborating with technology, product, and business teams to uncover customer and business needs
Driving momentum by
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