# Sr. Director, Card Servicing Operations

**Company**: Capital One
**Work arrangement**: hybrid
**Experience**: executive
**Job type**: full-time
**Salary**: $229,700 - $262,100
**Category**: Operations
**Industry**: Finance

**Apply**: https://capitalone.wd12.myworkdayjobs.com/en-US/Capital_One/job/McLean-VA/Sr-Director--Card-Servicing-Operations--Hybrid-_R1004462?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_0f0fcb49-851

## Description

We are seeking a Senior Director, Card Servicing Operations to lead our large-scale servicing organisations. As a strategic leader, you will be responsible for creating market-leading customer experiences, operational excellence, quality, and efficiency. You will lead a team of approximately 1,500–2,000 associates supporting Capital One Servicing Operations in a multi-channel operations environment.

**Core Responsibilities**

- Drive customer experience, quality, productivity, and efficiency across servicing operations while consistently exceeding core KPIs.

- Spearhead enterprise initiatives in partnership with Product, Tech, and OSS horizontal teams to transform the agent and customer experience.

- Act as a business owner to distill strategic intent into tactical implementation plans, shaping executive agendas and driving horizontal operational outcomes across business lines.

- Build a collaborative, empowering, and inclusive environment, and establish robust succession plans.

- Foster proper infrastructure and operational controls to proactively identify, mitigate, and manage operational, financial, regulatory, and reputational risks.

**Performance Metrics & Deliverables**

- Key Metrics: NPS, THT, AHT, Callback Rate, Transfer Rate, Servicing Quality Assurance.

- Expected Outcomes: Consistently exceeding efficiency, quality, and customer satisfaction targets across all servicing channels.

**Basic Qualifications**

- Bachelor's Degree or military experience.

- At least 8 years of operations experience in high-volume production or customer servicing environments.

- At least 8 years of people management experience leading multi-tiered operational teams.

- At least 5 years of process management, project management, or operational transformation experience.

- At least 5 years of experience overseeing regulatory requirements, compliance, or risk management.

**Preferred Qualifications**

- Master’s Degree.

- 10+ years of people management experience leading large-scale organizations (1,000+ associates) across multiple locations.

- 10+ years of financial services or servicing operations experience.

- Scaled Agile, Lean, PMP, or Six Sigma certification.

- Demonstrated track record of driving digital transformation, queue simplification, and human-centered design in a matrixed environment.

**Salary Information**

- McLean, VA: $229,700 - $262,100 for Sr Director, Operations.

- Richmond, VA: $208,800 - $238,300 for Sr Director, Operations.

**Benefits**

- Capital One offers a comprehensive, competitive, and inclusive set of health, financial and other benefits that support your total well-being.

## Skills

### Required
- operations management
- process management
- project management
- risk management
- regulatory compliance

### Nice to have
- Scaled Agile
- Lean
- PMP
- Six Sigma
- digital transformation
- queue simplification
- human-centered design

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Source: [Apply at capitalone.wd12.myworkdayjobs.com](https://capitalone.wd12.myworkdayjobs.com/en-US/Capital_One/job/McLean-VA/Sr-Director--Card-Servicing-Operations--Hybrid-_R1004462?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)