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Capital One · 2 months ago

Work From Home - Senior Department Operations Manager - Customer Operations

United States

Full-time

Remote

Senior Level

$141K/yr - $160K/yr

6+ years exp

Capital One is a leading financial services company, and they are seeking a Senior Department Operations Manager for their Customer Operations team. This role involves overseeing a large-scale customer service organization, focusing on operational efficiency, talent management, and process improvements to enhance service quality across the customer journey.

Financial Services

Comp. & Benefits

No H1B

Responsibilities

Oversee the day-to-day operations of the department to ensure all established service level agreements (SLAs) and key performance indicators (KPIs) are consistently met or exceeded

Proactively identify risks, create contingency plans, monitoring, and response plans to care for risks

Partner with intent, workforce management, and other related teams to implement changes

Elevate performance misses and proactively problem solve when unforeseen events impact operations health

Analyze performance data to identify trends, pinpoint root causes of inefficiencies, and implement strategic adjustments

Actively identify and champion opportunities to deliver improvements in process, service, and cost

Maintain awareness of upcoming intent and stakeholder needs to ensure operation is positioned to respond

Cultivate a high-energy, results-oriented, and customer-focused culture across all reporting lines, ensuring alignment with company values

Direct and coach Unit Managers, ensuring they have the skills and coaching capabilities necessary to manage and develop their respective teams effectively

Own the employee lifecycle, including performance management, succession planning, and driving high engagement. This includes managing talent by identifying high-potential employees for growth and addressing performance gaps decisively

Maintains up-to-date expert knowledge of business area policies and procedures and ensures team awareness and compliance with all changes

Ensure consistency and quality across all customer interactions by maintaining rigorous quality standards and addressing critical customer feedback

Ensure all departmental actions and employee conduct strictly adhere to company policies and all relevant regulatory compliance standards