Director, Head of Capital One Travel Servicing & Operations

West Creek 2 (12072), United States of America, Richmond, Virginia

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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.

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 deliver world-class servicing to our card holders and be strategic, a creative problem solver, and focused on improving our customers’ servicing experiences. You will have expertise in managing call centers but will primarily drive the strategic vision for servicing that will help us achieve key business and customer outcomes. You will oversee several cross-functional initiatives ensuring delivery, as well as effective communication across stakeholders. You will need to possess strong intellect and 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, 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.

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 delivered on time and on budget while managing risk.
• Partner 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 to influence organizational objectives and the overall customer experience.
• Regularly use data to uncover opportunities, track process performance, and influence decision-making.
• Perform regular analysis of results and drivers to identify and implement continuous improvement efforts.

The ideal candidate will demonstrate a proven track record of :

Basic Qualifications :

Preferred Qualifications :

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. Salaries for part-time roles will be prorated based on the agreed upon number of hours to be regularly worked.

New York City (Hybrid On-Site) : $181,900 - $207,600 for Director, Process Management.

This role is also eligible to earn performance-based incentive compensation, which may include cash bonus(es) and / or long-term incentives (LTI).

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.

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.

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.

For technical support or questions about Capital One's recruiting process, please send an email to Careers@capitalone.com.

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Salary : $181,900 - $207,600