Description
As a Senior Manager, Operations Servicing Strategy, you will be part of a team responsible for transforming customer and agent servicing experiences.
You will regularly integrate and influence multiple groups, developing strategic capabilities and executing sustainable customer and agent experiences.
Your responsibilities will include:
Leading Strategic Direction
- Partnering with Line of Business leaders to ensure Operations is represented in objective ideation, design, and execution
- Designing strategic programs and initiatives with project and product teams
- Leading high-impact transformation initiatives and change management
Influencing
- Creating over-arching roadmaps with tech, product, and intent teams
- Ensuring product design is built for agents and customers
- Delivering presentations to senior management
Leading Horizontally
- Managing communications across teams for optimal engagement
- Consulting with business partners to resolve complex problems
- Conducting independent research and analysis
Providing Operational Excellence
- Overseeing day-to-day operational aspects of the experience
- Distilling big picture intent into tactical requirements and implementation plans
- Understanding specific operations and representing their voice to product teams and stakeholders
Requirements:
- High School Diploma, GED, or equivalent certification
- At least 5 years of experience in people management
- At least 5 years of experience directing process transformations or projects
- At least 3 years of experience in strategic planning
Preferred Qualifications:
- Process or project management certification
- 6+ years of experience in people management
- 6+ years of experience directing process transformations or projects
- 4+ years of experience in strategic planning
Skills:
- Leadership
- Technical and Strategic thinking
- Curiosity
- Bias towards action
- Communication
- Analytical skills
- Customer-Centric approach
Location: This role is hybrid, requiring 3 days per week in the office and 2 days remote.
Salary: Chicago, IL: $149,000 - $170,000 McLean, VA: $163,900 - $187,100 New York, NY: $178,800 - $204,100 Plano, TX: $149,000 - $170,000 Richmond, VA: $149,000 - $170,000 Wilmington, DE: $149,000 - $170,000
Benefits: Capital One offers comprehensive health, financial, and other benefits.