Senior Director of Global Supplier Operations
Capital One’s Customer Channels organization is seeking a talented Senior Director to lead our Global Supplier Operations team. In this role, you will play a pivotal role in leading and managing our operations team across our global network. Your responsibilities will include ensuring operational excellence, managing relationships with our partners, collaborating closely with internal stakeholders and customers to ensure expectations are exceeded, and delivering on a strategic roadmap for the organization. This position requires a strategic mindset, excellent communication skills, a passion for people leadership, and a proven track record of delivering results in a complex and dynamic environment.

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 and Travel Expectations:

BASIC QUALIFICATIONS:

• High School Diploma, GED, or Equivalent Certification
• At least 5 years of Financial Services experience or Operations leadership experience
• At least 5 years of People Leadership experience
• At least 5 years of Process Management or Project Management Experience
• At least 4 years of experience leading Contact Center Operations or Partnering with Suppliers
• At least 2 years of experience using Google Suite or Microsoft Office
• At least 3 years of experience with Risk Management

PREFERRED QUALIFICATIONS:

• Bachelor’s Degree or military experience
• 6+ years of experience leading business process or supplier operations and supplier relationships
• PMP, Lean, Agile or Six Sigma certification
• 8+ years of financial services experience
• 10+ years of people leadership experience
• 8+ years of operations leadership experience
• 8+ years of process or project management experience
• 5+ years of experience with risk management or compliance
• 3+ years of experience leading cross-functional teams within an organization

SPECIFIC RESPONSIBILITIES WILL INCLUDE:

• Ensure consistent and high-quality service delivery from our global partners; develop and implement a performance management strategy that appropriately recognizes performance wins or opportunities
• Partner closely with key operational stakeholders to ensure transparency into performance, alignment on goals and expectations, and provide roadmap for delivery on key operational intent
• Identify and implement strategies to improve agent performance
• Partner with Global Workforce and Footprint Strategy teams to identify opportunities for optimization and cost efficiency in the global operations footprint
• Support and influence upstream intent from key stakeholders and customers
• Demonstrate leadership at scale: as a people leader, and leader of leaders and associates across multiple geographies, you will demonstrate a passion for guiding and supporting others to bring out the best in every team member.

AN ASSOCIATE WHOSE ROLE REQUIRES THEM TO BE OUT IN THE FIELD FOR SALES, CUSTOMER OR SITE VISITS ON A REGULAR BASIS.

The associate will be traveling to visit international sites, and there will be no expectation to work in the office during non-travel days or weeks.
The associate will be expected to travel an average of 40% of the time.