Capital One is seeking a strategic and technical Director of Participant Enablement to lead our client and participant readiness initiatives. In this builder's role, you will stand up a dedicated enablement function, designing an end-to-end readiness system while managing our Customer Relationship Management (CRM) ecosystem and marketing tool stack. This role bridges strategy and execution, focusing heavily on optimizing Salesforce, merchant referral tools, and our broader enablement platform to drive performance and efficiency.

Key Responsibilities:

CRM and Technology Ecosystem Ownership

• Salesforce Strategy: Define and execute the roadmap for Salesforce and related enablement platforms, creating a single source of truth for participant metrics, referral tracking, and client performance analytics.
• Tool Integration: Oversee the adoption, integration, and governance of new marketing and enablement technologies to ensure they align with our integrated ecosystem.
• Automation: Prioritize automation opportunities that reduce administrative friction for participants and internal teams while maintaining data accuracy standards.

Merchant Referral Program Management

• Referral Tool Management: Lead the implementation and daily operation of merchant referral software—including Resource Allocation Management (RAM) and Referral Management Systems (RMS)—within the Salesforce environment, establishing one system of record for all merchant acceptance complaints.
• Program Optimization: Design workflows that ensure a seamless referral experience for participants, accurate attribution, and automated dashboard distribution.

Analytics and Reporting

• Performance Tracking: Develop advanced Customer Relationship Management (CRM) dashboards and Key Performance Indicators (KPIs) to monitor the health of client programs, enablement initiatives, and referral performance.
• Actionable Insights: Translate complex opportunities, engagement data, and referral metrics into actionable insights, surfacing recommendations to optimize participant engagement and drive conversion rates.

Basic Qualifications:

• Bachelor’s degree or military experience
• At least 8 years of experience in enablement operations, client or participant readiness or Customer Relationship Management (CRM) technology management
• At least 7 years of experience designing, configuring, optimizing and architecting Salesforce environments (including Sales Cloud, Service Cloud, Marketing Cloud, Pardot, or Experience Cloud)
• At least 4 years of experience integrating third-party tools, marketing technology stacks, and external referral systems (including Resource Allocation Management and Referral Management Systems) directly into Salesforce
• At least 5 years of experience building custom dashboards, defining Key Performance Indicator (KPI) frameworks, and executing data governance or data validation routines across enterprise Customer Relationship Management (CRM) systems

Preferred Qualifications:

• 5+ years of people management experience leading technical admins, enablement specialists or Customer Relationship Management (CRM) strategy managers
• Salesforce Certified Administrator or Advanced Administrator, Salesforce Certified System Architect or Application Architect, Salesforce Certified Sales Cloud Consultant or Service Cloud Consultant certification(s)
• Experience within financial services, payments networks, or fintech platforms—specifically managing merchant acceptance workflows, complaints tracking or partner referral systems
• Experience managing integrated Business-to-Business (B2B) or Business-to-Business-to-Consumer (B2B2C) marketing automation and enablement stacks (Salesforce Marketing Cloud, Account Engagement/Pardot, HubSpot, or Marketo)
• Proven track record of standing up an enablement or readiness function from the ground up, utilizing Flow, process automation, or API-driven workflows to eliminate manual work.

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.