As an Auto Refinance Department Operations Manager, you will lead day-to-day activities of a high visibility, multi-function, multi-team operation. As a senior leader of our operations team, you will create a vision and strategy for your team that enables them to execute in a well-managed and customer-focused way to unlock the best customer service in the industry. In your role, you will build relationships across a diverse network of stakeholders and partners to understand and prioritize the highest leverage needs of the organization. You will translate insights and data into a story that will help drive the team towards achieving individual, team and business goals.

As the department manager,  you will be directly responsible for the Customer Escalations/Complaints, Specialty Operations, Fraud Operations, Coaching and Training related processes. You can expect to lead a team of 3 Senior Associate people leaders whose team consist of ~40 specialty production associates across various functions. In addition you will assist in coordinating core functions of our vendor footprint of ~200 core operations call center and funding agents. In addition, this role is responsible for creating an exciting roadmap inclusive of process streamlining, associate engagement/development, escalation framework, customer experience mapping, training and documentation. 

You’ll love the role & be successful if… 

• You have a passion for leading, developing and providing delightful experiences for direct reports and customers
• You are a promoter of diversity, inclusion, and belonging
• You use data to influence process improvements and decisions
• You feel comfortable executing autonomously day to day, but have a good sense of judgment in regards to escalating
• You are a hands-on, engaged leader
• You love to dream & have big ideas to enhance your team and responsibilities

General Responsibilities:

• Senior Resolution (Including Fraud) Team
  • Monitor backlog health of Fraud queue and case load of SRS and guide UM to execute judgement to resolve or escalate aged/complex problems
  • Develop interaction model to include LT and other stakeholders that brings appropriate line of sight to critical escalations/problems and allows for timely problem resolution with the correct level of judgement
  • Strategically invest in reporting and tools to empower UM and associates
  • Continue investing in Refi Fraud/ID Theft interaction model to ensure effective fraud controls are in place
• Customer Advocacy/Flex Team
  • Gather escalation trends from vendors and identify gaps in knowledge or effectiveness that require additional training or P&P
  • Invest in Sentinel as a tool to leverage the full potential of its impact to real-time intervention and data
  • Identify process or product gaps using complaint data and partner across functions to effectively close
  • Monitor intra-day performance of call center and funding to determine how to best deploy Flex production associates
• Coaching/Training
  • Establish consistent coaching frameworks and quality calibrations across all coaches and managers to ensure uniform feedback and evaluation standards
  • Develop Coach skills and framework to help frontline agents deepen customer empathy, navigate difficult conversations and deliver authentic, human-centered customer experiences
  • Partner with instructional designers and subject matter experts to continually audit, update, and improve onboarding, upskilling, and refresher training content
  • Implement closed-loop feedback mechanisms between frontline agents, coaches, and operational leaders to quickly adapt training materials to emerging customer trends or friction points
• Other General Responsibilities
  • Build strong relationships with UMs and frontline and maintain positive culture leveraging IEI (Include, Empower and Inspire) framework
  • Use good judgment to make strategic pivots throughout the day and autonomously making key business decisions
  • Guide UMs to effectively manage performance and develop associates, including ongoing coach alignment and Coordinator level development plans as our talent pipeline
  • Identify gaps in process, reporting, agent tools, customer experience, etc. and partner with LT/product team to problem solve
  • Proxy for Sr. DM in other areas as needed

**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.

Basic Qualifications:

• High School Diploma, GED or Equivalent Certification
• At least 5 years of people leadership experience
• At least 4 years of call center customer service or back office operations experience
• At least 2 years of experience working with cross functional teams

Preferred Qualifications:

• At least 2 years of experience in the auto financing Industry
• At least 2 years of experience in process management
• At least 7 years of people leadership experience
• At least 2 years experience working with multiple business partners
• At least 1 year experience working with external vendors

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 candidate’s 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 the Capital One Careers website. Eligibility varies based on full or part-time status, exempt or non-exempt status, and management level.