Director, Cross Functional Strategy, Customer Experience Operations (Hybrid)

Center 1 (19052), United States of America, McLean, Virginia
Director, Cross Functional Strategy, Customer Experience Operations (Hybrid)
The Director, Cross Functional Strategy, Customer Experience Operations will provide critical strategic thinking and leadership in the areas of operations, business strategy and alignment, communications, organizational culture, associate engagement, finance, process controls and improvements, and organizational effectiveness for the newly integrated Customer Experience Operations (CXO) organization. This leader will be accountable for driving the strategic planning process and management system for CXO, and will ensure all initiatives achieve the desired objectives, within scope and timeline. They will also serve as the primary point of contact for partner teams such as Finance, Risk and Human Resources.
The Director, Cross Functional Strategy will partner with CXO Leadership on defining the organization's operations and call center strategy, measuring progress against performance objectives (Objectives/Key Results--OKRs), and management practices/operating rhythms for the team. This role helps ensure we are focusing on our highest priorities and delivering on our operational and customer commitments. This is a catch-all role requiring exceptional organizational, influencing and people skills. To be successful in the role, this leader must be able to flex from leading large cross-functional efforts to executing smaller and more tactical efforts when needed. The ideal candidate should be an excellent communicator, expected to ask the tough questions, to challenge the status quo, create a highly effective leadership team, and know how to influence and drive change. This role will be critical in building relationships across departmental lanes, multiple partner teams, and stakeholder groups across Card, Retail Bank, and Operations.
Responsibilities of this role may include:

• Engage as an extension of the Senior Leader with the organization's customers and partners.
• Develop and iterate on management practices (Leadership Team and organization) to enable the transparency, efficiency and effectiveness of our organization
• Strategic business priorities - facilitate defining business priorities and drive goal setting efforts for the organization, inclusive of cascading information through the organization
• Support executive in driving business critical diversity, inclusion and belonging efforts
• Work with Finance partners to manage the top-of-house operating budget
• Coordinate regular reviews of key metrics and initiatives for Monthly Business Reviews
• Engage in organizational design and headcount planning processes for a hybrid operations and call center organization
• Develop and execute the department communications strategy
• Serve as the eyes and ears for the leadership team and the "go to" person for information and historical materials
• Lead Culture/Associate Engagement/Recognition agenda for the organization and own top-of-house execution of activities
• Manage special projects and leverage skills to provide support where needed on key department initiatives
• Facilitate leadership team routines and develop materials

The ideal candidate will possess:

• Strong business judgment, influencing skills, people leadership and integrity are essential for this position
• Must possess high "EQ" and be a collaborative team player
• Self-starter that can work autonomously and can take initiative; highly motivated
• Confident to champion unpopular ideas even with more senior leaders
• Ability to navigate "white space" or ambiguous situations
• Strong process orientation and knowledge of running a large-scale call center and back office operations function
• Strong facilitation, negotiation and mediation skills; ability to drive to consensus / decisions
• Strong project management and organizational skills. Meticulous attention to detail
• Excellent written and verbal communication skills
• Discretion in handling highly sensitive issues

Location: This role is hybrid, where you will be expected to spend 3 days per week working in office and the remainder of the week working virtually.
Basic Qualifications:

• Bachelor's Degree or military experience
• At least 1 year of experience in Operations
• At least 5 years of Project Management experience
• At least 2 years of People Leadership experience

Preferred Qualifications:

• Master's Degree
• At least 5 years of experience in Operations
• At least 5 years of experience working in or supporting an Operations or Call Center environment
• At least 2 years of experience serving in a Chief of Staff or project management role in a matrixed organization
• Process or Project Management certification (i.e. Scaled Agile, Lean, PMP)

At this time, Capital One will not sponsor a new applicant for employment authorization for this position.
Capital One offers a comprehensive, competitive, and inclusive set of health, financial and other benefits that support your total well-being. Learn more at the Capital 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.
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