Senior Director, Process Management- Workforce Operations & Enablement (Hybrid)

Overview

The Senior Director of Workforce Operations & Enablement for the Capital One contact center leads an organization of process managers, directors, and analysts to deliver workforce services governing the International Card Agent Servicing workforce, improve network efficiency and health, and drive results across Capital One.

Responsibilities

• Leading moderate to large size teams to drive complex workforce processes
• Designing, developing, and managing process initiatives to improve business outcomes, and invest in core & data infrastructure
• Working closely with Operations leaders to monitor and take action on network health
• Partnering cross-functionally with Product, Tech, Operations and Business analysis teams to provide strategic and tactical thought partnership in joint initiatives
• Building relationships and collaborating with key stakeholders to ensure delivery of commitments
• Serving as subject matter expert on a workforce process improvement initiatives

Qualifications

• Bachelor’s Degree or military experience
• At least 7 years of experience in Process Management
• At least 7 years of experience in People Management
• At least 4 years of experience in strategic planning
• At least 2 years of experience using Google Suite or Microsoft Office

• Master’s Degree
• BPM, PMP, Lean, Agile, or Six Sigma certification
• Workforce management experience, ideally in supply planning and network management
• 8+ years of experience in Process Management
• 8+ years of experience in People Management

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.

Benefits

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.

Equal Opportunity Employer

Capital One is an equal opportunity employer (EOE, including disability/vet) committed to non-discrimination in compliance with applicable federal, state, and local laws. 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.

Contact Information

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.

Technical Support

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