Director of Operations

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.