Director, Head of Capital One Travel Servicing & Operations

West Creek 2 (12072), United States of America, Richmond, Virginia
Director, Head of Capital One Travel Servicing & Operations
Capital One Travel is a premium travel booking portal that can be accessed exclusively by our eligible card holders, and offers them the joy of discovering new places, of special moments with loved ones, and of getting rewarded with perks and benefits. We have agents available to support our customers' needs 24/7, and aim to provide them with the highest level of customer service and care as they navigate their travel plans.
That's where you come in - we are looking for a leader with extensive experience in the travel industry to be the Head of Capital One Travel Servicing & Operations. Obsessing over the customer experience and impact in all we do should be in your DNA, along with a visionary operations servicing mindset and exceptional well managed judgment. This leader will need to be the tip of the spear in delivering world class servicing to our card holders. You will need to be strategic, a creative problem solver, and ruthless in their pursuit of improving our customers' servicing experiences. You will need to have SME in how call centers are managed, but will primarily be focused on driving the strategic vision for servicing that will help us achieve key business and customer outcomes. You will also provide critical leverage in overseeing several cross functional initiatives ensuring delivery, as well as effective communication across stakeholders. You will need to possess a strong intellect and have a proven track record of influencing with excellent verbal and written communication skills, and working with a senior management team.
Capital One provides a fast paced, dynamic environment where you can excel in your career. At Capital One, diversity, inclusion & belonging are valued at our core, sparking and enabling us to do good for our associates, customers and communities. Guided by our shared values, we thrive in an environment where collaboration and openness are valued. We nurture an environment that attracts and develops talent from all backgrounds and experiences, and empower our associates to do great work by creating a culture of belonging that values diverse perspectives, fosters collaboration and encourages innovative ideas - and are routinely recognized as one of the best companies to work for.
General Responsibilities:

• Drive transformational improvements in the operations and customer experience / process
• Lead and deliver the most critical operations servicing initiatives to further enable agent enablement and operational efficiency
• Cast vision for innovation in servicing excellence and build an inventory of the highest leverage process enhancements or automations that accelerate scale of the business
• Build and lead a team of high performing associates to deliver on key results
• Ensure programs and projects are being delivered on time and on budget within a challenging environment while simultaneously managing risk
• Partnering cross-functionally with stakeholders and external partners to provide strategic and tactical thought partnership to effectively drive business outcomes
• Oversee and manage scaling the agent enablement functions to include onboarding, training, learning, and knowledge management
• Manage and own risk issues discovery and remediation resolutions
• Effectively advocate for and represent the voice of customers (internal and external) to influence organizational objectives, roadmaps and the overall customer experience
• Apply strong communication skills to influence business decisions and inspire breakthrough results
• Regularly and systematically use data to uncover opportunities, track process performance, and influence decision making
• Perform regular analysis of results and subsequent drivers to identify and implement continuous improvement efforts

The ideal candidate will demonstrate a proven track record of:

• Strong business judgment, leadership, and integrity: Be a tenacious decision maker, able to bring a healthy, aggressive, yet responsible risk-based approach to business
• Strong communication skills: Impeccable written and oral communication credentials, coupled with strategic influencing skills and the ability to drive agreement through intellect, interpersonal and negotiation skills
• Operational excellence: Proven track record of excellent program management, bringing the ability to quickly put structure in place to manage work in a dynamic complex environment
• Clear results orientation: Display an intense focus on achieving both short and long term goals and be able to drive and execute an agenda in an uncertain and fluid environment
• Successful track record of thriving in a fast paced, entrepreneurial and dynamic environment.
• Proven ability to build strong, trusted relationships and operate in an influential manner across teams to assist in driving the business agenda
• Possess a high "EQ" and be a collaborative team player
• Highly motivated, self-starter that can work autonomously and can independently take initiative
• Ability to navigate ambiguous situations and bring clarity to problem solving
• A proven track record of decision making and problem solving based on analytics. Conceptual thinking skills complemented by a strong quantitative orientation.

Basic Qualifications:

• Bachelor's Degree
• At least 5 years of Process, Project, or Program Management experience
• At least 5 years of Customer Facing Operations experience
• At least 3 years of People Leadership experience

Preferred Qualifications:

• Masters in Business Administration
• 7+ years of Process, Project, or Program Management experience
• 7+ years of Customer Facing Operations experience
• 5+ years of People Management experience
• 2+ years of Learning & Development experience
• PMP, Lean, Agile or Six Sigma certification
• Experience in Travel Servicing

At this time, Capital One will not sponsor a new 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.
New York City (Hybrid On-Site): $181,900 - $207,600 for Director, Process Management
Candidates 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 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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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).