# Director of Operations

**Company**: Capital One
**Location**: Plano, TX
**Work arrangement**: hybrid
**Experience**: executive
**Job type**: full-time
**Salary**: $173,000 - $197,400
**Category**: Operations
**Industry**: Finance

**Apply**: https://capitalone.wd12.myworkdayjobs.com/en-US/Capital_One/job/Plano-TX/Director-of-Operations---Hybrid_R1004982?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_f70d6f18-5af

## Description

We are seeking a high-caliber, transformative Director of Operations to lead, scale, and optimize our operations. In this role, you will serve as a strategic leader responsible for driving operational excellence, customer advocacy, and regulatory integrity across a multi-faceted organization.

You will move beyond routine contact center management to steer a dynamic organization comprised of specialized internal operational teams,covering strategic readiness, advanced customer advocacy, and complex fraud/escalation management,alongside large-scale BPO vendor partners managing ~200+ frontline agents.

You bring a blend of strategic vision, process optimization discipline, vendor governance, and high-impact people leadership required to elevate operational standards and deliver best-in-class customer experiences.

**Proven Track Record:**

- Large-Scale Operations Leadership: Successfully leading multi-site contact center operations combining internal teams and offshore/nearshore vendor partners of 200+ headcount.

- Operational Transformation: Transforming reactive service centers into proactive, quality-focused customer advocacy hubs through structured process engineering.

- Escalation & Fraud Management: Effectively mitigating enterprise risk through robust Tier 2 & 3 complaint handling, fraud prevention protocols, and regulatory adherence.

- Vendor Operations Governance: Driving rigorous SLA performance, cost efficiency, and quality alignment across third-party BPO vendor organizations.

**Key Responsibilities:**

- Maintain end-to-end accountability for operational strategy, performance delivery, vendor oversight, and organizational readiness.

- Direct oversight of Department Managers, Unit Managers (UMs), and Vendor Managers (VMs) across internal and external business units.

- Core Internal Operations:

- Strategic Operations: Driving CX quality call listening, 1:1 and group coaching/training, operations readiness, and training materials maintenance.

- Customer Advocacy: Overseeing high-touch inbound customer service, task execution, complex account resolution, and U.S. transfer handling.

- Escalations and Fraud: Leading high-severity escalated problem solving, fraud operations, customer complaint research and resolution, and escalation follow-ups.

- Core External Operations: Governance and SLA performance tracking for primary vendor partners overseeing a network of ~200+ non-associate vendor agents performing inbound calls and funding workflows.

**Key Focus Areas:**

- Reimagine end to end Operations in this era of AI.

- Strategic Leadership & Governance to formulate and execute long-term operational strategies and partner cross functionally.

- Partner cross-functionally with Product, Business Analysis, and Process teams to establish and update processes, policies, procedures, and standards.

- Define operational KPIs, quality targets, and SLA metrics to ensure consistent service delivery, funding accuracy, and customer satisfaction.

- Direct vendor management leads to oversee third-party partners, ensuring ~200+ vendor agents adhere to operational guidelines and productivity benchmarks.

- Risk, Fraud, & Complaint Resolution spanning complex problem solving and root-cause analysis.

- Ensure business readiness for product launches, process updates, and technology enhancements across all operational sub-functions.

- Mentor, develop, and inspire a multi-layered leadership team, cultivating a culture of accountability, continuous learning, and high performance.

- Optimize talent allocation and capacity planning across teams to handle volume fluctuations dynamically.

**Location:** Plano, TX - This role is designated as a hybrid position. You are expected to adhere to Capital One's hybrid policy regarding required on-site presence at your designated office location.

**Qualifications:**

- Bachelor’s degree or military experience.

- At least 5 years of people leadership experience.

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

- At least 5 years of relationship management experience.

- At least 5 years of experience delivering transformational initiatives.

**Preferred Qualifications:**

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

- At least 3 years of operations people leadership experience.

- At least 7 years of people leadership experience.

**Salary:** $173,000 - $197,400 for 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
- strategic vision
- process optimization
- vendor governance
- people leadership
- operational transformation
- escalation management
- fraud management

### Nice to have
- PMP
- Lean
- Agile
- Six Sigma

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Source: [Apply at capitalone.wd12.myworkdayjobs.com](https://capitalone.wd12.myworkdayjobs.com/en-US/Capital_One/job/Plano-TX/Director-of-Operations---Hybrid_R1004982?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)