Posted Date
7/07/2025
Description
Manager, Operations Servicing Strategy (Hybrid)
As a Manager, Operations Servicing Strategy, you will be part of a smart, talented team responsible for transforming the infrastructure and customer service experience for our customers. You will regularly integrate and influence multiple groups and be seen as a strong consultant by business and strategy partners in developing strategic capabilities and executing sustainable customer and agent experiences. You will educate and gain buy-in from key stakeholders to ensure the technology and processes deliver breakthrough business results and radically transform customer service.
As a Manager, Operations Servicing Strategy, End-to-End Customer and Agent Experience in Recoveries, you are responsible for driving significant improvements in the end-to-end experience for both Capital One customers and our contact center agents within the Recoveries space. The successful candidate will leverage data and insights to optimize processes, enhance network readiness, and ensure that key initiatives directly translate into improved experiences.
On any given day you will be:

Basic Qualifications:

• High School Diploma, GED or equivalent certification
• At least 3 years of experience in People Management
• At least 3 years of experience directing process transformations or projects
• At least 3 years of experience in Strategic planning
• At least 3 years of Process OR Project Management experience in an operations environment, OR at least 3 years of Program Management experience in an operations environmen

Preferred Qualifications:

• Process or Project Management certification such as Scaled Agile, Lean, or Project Management Professional
• At least 5 years of experience leading large scale process transformations or projects
• At least 5 years of experience in People Management
• At least 3 years of experience working with external partners or supplier management
• At least 3 years of experience designing customer and associates’ experiences in an omni-channel environmen

Basic Qualifications:

• High School Diploma, GED or equivalent certification
• At least 3 years of experience in People Management
• At least 3 years of experience directing process transformations or projects
• At least 3 years of experience in Strategic planning
• At least 3 years of Process OR Project Management experience in an operations environment, OR at least 3 years of Program Management experience in an operations environmen

Preferred Qualifications:

• Process or Project Management certification such as Scaled Agile, Lean, or Project Management Professional
• At least 5 years of experience leading large scale process transformations or projects
• At least 5 years of experience in People Management
• At least 3 years of experience working with external partners or supplier management
• At least 3 years of experience designing customer and associates’ experiences in an omni-channel environmen

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 WORKING VIRTUALLY.

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 3 years of experience in People Management
• At least 3 years of experience directing process transformations or projects
• At least 3 years of experience in Strategic planning
• At least 3 years of Process OR Project Management experience in an operations environment, OR at least 3 years of Program Management experience in an operations environment

Preferred Qualifications:

• Process or Project Management certification such as Scaled Agile, Lean, or Project Management Professional
• At least 5 years of experience leading large scale process transformations or projects
• At least 5 years of experience in People Management
• At least 3 years of experience working with external partners or supplier management
• At least 3 years of experience designing customer and associates’ experiences in an omni-channel environment

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 WORKING VIRTUALLY.

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 3 years of experience in People Management
• At least 3 years of experience directing process transformations or projects
• At least 3 years of experience in Strategic planning
• At least 3 years of Process OR Project Management experience in an operations environment, OR at least 3 years of Program Management experience in an operations environment

Preferred Qualifications:

• Process or Project Management certification such as Scaled Agile, Lean, or Project Management Professional
• At least 5 years of experience leading large scale process transformations or projects
• At least 5 years of experience in People Management
• At least 3 years of experience working with external partners or supplier management
• At least 3 years of experience designing customer and associates’ experiences in an omni-channel environment