Senior Director, Process Management- Workforce Operations & Enablement (Hybrid)
As the Senior Director of Workforce Operations & Enablement for the Capital One contact center, you will lead 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. Reporting directly to the VP of Workforce & Network, you will oversee one of the key workforce pillars, leading teams dedicated to short term planning, scheduling, network health, and workforce infrastructure; and managing critical investments in data and modernizing our core systems.
Responsibilities of this role may include:
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
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.
Basic 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
Preferred Qualifications:
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
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.
Chicago, IL: $208,800 - $238,300 for Sr. Director, Process Mgt
McLean, VA: $229,700 - $262,100 for Sr. Director, Process Mgt
New York, NY: $250,600 - $286,000 for Sr. Director, Process Mgt
Richmond, VA: $208,800 - $238,300 for Sr. Director, Process Mgt
Riverwoods, IL: $208,800 - $238,300 for Sr. Director, Process Mgt
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.
This role is also eligible to earn performance based incentive compensation, which may include cash bonus(es) and/or long term incentives (LTI). Incentives could be discretionary or non discretionary depending on the plan.
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.
