Customer Services and Strategy (CS&S) is an organization at the heart of our Card Business, and includes our Fraud, Servicing, and Customer Resiliency businesses. Our teams design the strategies and products that define how our customers interact with Capital One. We are accountable for end-to-end experiences, both from what the customer sees and feels to the back-end systems and operations that ultimately deliver the experience.
Delivering these exceptional customer experiences in a scaled, efficient, and well-managed way is essential to our business. We are looking for a leader to help us identify our most critical processes and reimagine how we structure, monitor, and execute across these complex experiences and operations. This leader will get deep into the customer journeys, evaluating the underlying data & systems and understanding the end-to-end operational execution. You will partner with business leaders, product leaders, and operational leaders to redesign and modernize processes that directly impact our customers and the agents and platforms that support them.
This role will lead a new team of analysts and process gurus, reporting to the Chief of Staff for the Head of CS&S. You will serve as the leader and subject matter expert on process & system improvement initiatives while collaborating with leaders across CS&S. We are looking for someone who has a passion for analytics, operations, and risk - and someone who can get deep into the details, but doesn't miss the forest for the trees. The role requires strong horizontal problem solving and analytical skills, as well as an ability to communicate and influence senior leaders.
Responsibilities of this role may include:
Evaluating and modernizing critical processes in a complex dynamic environment, leveraging data and technology to drive scale and efficiency
Partnering cross-functionally to identify opportunities and mobilize the organization to drive results
Building relationships and collaborating with key stakeholders to ensure delivery of commitments
Serving as subject matter expert on a process modernization initiatives
Building a team of analysts and process managers to support this critical work
Serving as a catalyst for change - the right candidate will accelerate the cultural transformation by leading by example, bringing in best practices, and being a relentless force for positive change
A successful candidate will have the following experience and skills:
Strengths in leveraging relationships to influence Business, Operations and partner groups on strategic and relevant issues and topics
An established track record of exceptional horizontal influence skills across various functions, levels, and organizations
Demonstrated ability to produce presentations and communicate to executive leadership
Proven leader with the ability to drive results and change in a large organization
Excellent problem-solving and influencing skills
Basic Qualifications:
Bachelor's Degree in any quantitative field (Business, Math, Economics, Finance, Statistics, Science, Engineering)
At least 2 years of experience in quantitative analysis
At least 2 years of experience in qualitative analysis
At least 2 years of experience in people management
At least 2 years of experience in project management
Preferred Qualifications:
Master's Degree
5+ years of experience in quantitative analysis
5+ years of experience in qualitative analysis
3+ years of experience in people management
3+ years of experience in product development
3+ years of experience in financial modeling
3+ years of experience in economic forecasting
3+ years of experience in project management
Capital One will consider sponsoring a new qualified applicant for employment authorization for this position.
The minimum and maximum full-time annual salaries for this role are listed below, by location. Please note that this salary information is solely for candidates hired to perform work within one of these locations, and refers to the amount Capital One is willing to pay at the time of this posting. Salaries for part-time roles will be prorated based upon the agreed upon number of hours to be regularly worked.
McLean, VA: $264,300 - $301,700 for Sr Business DirectorCandidates hired to work in other locations will be subject to the pay range associated with that location, and the actual annualized salary amount offered to any candidate at the time of hire will be reflected solely in the candidate's offer letter.
This role is also eligible to earn performance based incentive compensation, which may include cash bonus(es) and/or long term incentives (LTI). Incentives could be discretionary or non discretionary depending on the plan.Capital One offers a comprehensive, competitive, and inclusive set of health, financial and other benefits that support your total well-being. Learn more at theCapital One Careers website. Eligibility varies based on full or part-time status, exempt or non-exempt status, and management level.
This role is expected to accept applications for a minimum of 5 business days.No agencies please. Capital One is an equal opportunity employer committed to diversity and inclusion in the workplace. All qualified applicants will receive consideration for employment without regard to sex (including pregnancy, childbirth or related medical conditions), race, color, age, national origin, religion, disability, genetic information, marital status, sexual orientation, gender identity, gender reassignment, citizenship, immigration status, protected veteran status, or any other basis prohibited under applicable federal, state or local law. Capital One promotes a drug-free workplace. Capital One will consider for employment qualified applicants with a criminal history in a manner consistent with the requirements of applicable laws regarding criminal background inquiries, including, to the extent applicable, Article 23-A of the New York Correction Law; San Francisco, California Police Code Article 49, Sections 4901-4920; New York City's Fair Chance Act; Philadelphia's Fair Criminal Records Screening Act; and other applicable federal, state, and local laws and regulations regarding criminal background inquiries.If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation, please contact Capital One Recruiting at 1-800-304-9102 or via email at RecruitingAccommodation@capitalone.com. All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations.
For technical support or questions about Capital One's recruiting process, please send an email to Careers@capitalone.com
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Capital One Financial is made up of several different entities. Please note that any position posted in Canada is for Capital One Canada, any position posted in the United Kingdom is for Capital One Europe and any position posted in the Philippines is for Capital One Philippines Service Corp. (COPSSC).