As a Sr. Operations Manager for Capital One Auto, you will be responsible for driving various aspects of performance across our portfolio of repo-eligible and recently repossessed customers. You will lead both customer-facing teams and back office support functions, directly managing leaders that support customer contact and escalations, collections, reinstatements, impounds, skip tracing, legal processes, vendor management, and complaint management. You will play a critical role in leading and driving operational excellence in execution and will partner closely with other job families and vendors to influence a broader business roadmap and drive performance higher. You will be responsible for performance, compliance, and engagement across 200-300 FTE including internal Associates, offshore labor and third party suppliers.

Job Description:

• Manage, lead, coach, and develop leaders and cross-functional teams

• Recruit, onboard, and maintain relationships with external vendors, primarily with off-shore labor providers and on-shore legal firms

• Monitor and manage vendor performance using KPIs

• Monitor and manage performance internally at agent, team, and portfolio levels

• Ensure all processes are well managed and comply with applicable laws and regulations

• Engage directly with law firms and ensure Capital One is adequately represented in court

• Autonomously troubleshoot and resolve escalated issues with customers, agents, or internal departments

• Analyze data to identify trends, coverage gaps, and cost-saving opportunities

• Collaborate with various Loss Mitigation, Legal, and Operations teams to streamline processes and optimize performance

• Collaborate with technology, data, analyst, product and other cross-functional teams to solve problems, influence change, and drive business strategy

• Be open and available to travel (5-15% estimated)

The ideal candidate will:

• Have an entrepreneurial spirit with a CEO mindset and serve as an advocate for our customers, Associates and vendor partners

• Possess extensive experience overseeing and effectively running numerous complex processes, including customer-facing and back-office functions simultaneously

• Possess experience coaching and developing mid-level managers (leaders of leaders) and overseeing large scale operations (200-300 FTE)

• Possess experience in people leadership, collections, impounds, reinstatements, replevin, skip tracing, legal processes, risk management, process management, complaints and escalations, workflow management, vendor management, and other applicable auto servicing experience

• Have demonstrated ability to develop and consistently maintain highly engaged teams and high performance across multiple functions and departments

• Thrive in a fast paced, rapidly changing environment, acquiring and maintaining high levels of product, service, and process knowledge

• Be innovative, highly organized, and have a measurable, demonstrated ability to drive business results while delivering superior service to our customers

• Be flexible and open to change, lead optimistically through change, proactively drive change, proactively influence change both internally and externally

• Demonstrate the ability to work remotely and in-person independently with ample self-motivation and discipline

• Possess superior relationship building skills

• Have exceptional written, verbal, and presentation skills (both in building slide-based or other written formatted presentations and in presenting verbally)

• Cultivate a desire for learning and personal growth with the ability to use feedback in a positive way with personal accountability

**This position does require onsite attendance **
Location: This role is hybrid, where you will be expected to be in the office in Plano, TX for certain aspects of the role. The role also includes an estimated 5-15% travel where you would be occasionally visiting vendors, attending conferences or attending court hearings.

Basic Qualifications:

• High School Diploma, GED or equivalent certification

• At least 7 years of financial industry experience

• At least 10 years of people leadership experience

• At least 7 years of experience managing a team of people leaders

• At least 5 years of vendor management experience

• At least 3 years of experience using Microsoft Office or Google Suite

Preferred Qualifications:

• Bachelors Degree or military experience

• At least 12 years of experience in auto loan servicing

• At least 12 years of people leadership experience

• At least 10 years of experience managing a team of people leaders

• At least 10 years of vendor management experience

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.

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 candidates offer letter.

Capital One offers a comprehensive, competitive, and inclusive set of health, financial and other benefits that support your total well-being. Learn more at theCapital 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.