Sr. Director, Card Servicing Operations (Hybrid)

The Senior Director, Servicing Operations is a strategic leader responsible for creating market-leading customer experiences, operational excellence, quality, and efficiency across large-scale servicing organizations. Leading a team of approximately 1,500–2,000 associates supporting Capital One Servicing Operations in a multi-channel operations environment, this role is accountable for executing critical customer-facing and back-office operations in a highly regulated environment. The Senior Director serves as a key influencer in organizational strategy, building cross-functional partnerships to drive intent-based outcomes, implementing human-centered design, and fostering a high-performing, inclusive culture.

Operational Scope & Complexity

Scale

• Management Scope: Executive leadership of 1,500–2,000 associates across multiple geographic locations and multi-channel servicing operations.
• Budget & Volume Impact: Direct operational oversight supporting high-volume customer interactions, complex servicing requests, and critical risk/compliance functions.

Complexity Drivers

• Cross-Functional Influence: Partnering across business units, Card Operations, Product, Tech, and intent teams to align competing priorities and drive shared organizational goals.
• Risk Exposure: Oversight of high-risk, high-visibility operations where execution errors directly impact customer experience, legal standing, and financial performance.
• Operational Variability: Managing diverse, non-standardized servicing workloads alongside high-volume, scaled, and repeatable customer operations.
• Rate of Change: Leading large-scale teams through continuous process, technology, and regulatory transformations while maintaining operational stability.

Core Responsibilities

• Operational Results: Drive customer experience, quality, productivity, and efficiency across servicing operations while consistently exceeding core KPIs (e.g., NPS, THT, AHT, Callbacks, Transfers) and maintaining strong operational management systems.
• Strategic Influence: Spearhead enterprise initiatives in partnership with Product, Tech, and OSS horizontal teams to transform the agent and customer experience through process simplification, automation, waste elimination, and human-centered design.
• Organizational Intent: Act as a business owner to distill strategic intent into tactical implementation plans, shaping executive agendas and driving horizontal operational outcomes across business lines.
• Culture & Leadership: Build a collaborative, empowering, and inclusive environment. Act as a talent magnet by establishing robust succession plans, championing Diversity, Inclusion, and Belonging (DIB), and cultivating psychological safety across large-scale teams.
• Risk & Governance: Foster proper infrastructure and operational controls to proactively identify, mitigate, and manage operational, financial, regulatory, and reputational risks.

Performance Metrics & Deliverables

Drive Results:

Key Metrics: NPS, THT, AHT, Callback Rate, Transfer Rate, Servicing Quality Assurance

Expected Outcomes: Consistently exceeding efficiency, quality, and customer satisfaction targets across all servicing channels.

Strategic Initiatives:

Key Metrics: Automation Rate, Queue Simplification Wins, Waste Elimination, Digital/Tech Adoption

Expected Outcomes: Measurable reduction in operational waste, streamlined workflows, and step-function improvements in CX and AX.

Culture & Leadership:

Key Metrics: AAS (All Associate Survey), Attrition Rates, DIB, Retention of Top Talent, Internal Promotion Rates

Expected Outcomes: High associate engagement, strong retention of high performers, and a robust talent pipeline.

Risk & Compliance:

Key Metrics: Audit/MRA Remediation, Quality Control Breakages, Regulatory Risk Indicators

Expected Outcomes: Well-managed operations with zero high-severity audit breaks and continuous risk mitigation.

Setting Strategic Direction

• Strategic Vision & Customer Focus: Integrates customer-back insights to shape long-term operational strategies and builds a strategic POV balancing immediate execution with future vision.
• Structured Judgment & Problem Solving: Creates decision-making frameworks to navigate ambiguity, anticipates external and regulatory shifts, and balances bold priorities with proactive risk management.
• Inspiring Purpose: Connects teams to broader enterprise purpose while creating and communicating a compelling vision for the future.

Influencing

• Executive Communication: Delivers persuasive, polished messaging across executive levels, condensing complex operational challenges into clear, actionable storylines.
• Stakeholder Alignment: Conceives novel solutions and builds strategic networks across Tech, Product, and Design partners to navigate roadblocks without relying solely on positional authority.

Leading Horizontally

• Matrixed Collaboration: Leads cross-functional initiatives in complex matrixed environments, breaking down organizational silos and fostering a "whole team" mentality.
• Inclusive & Empowering Leadership: Attracts diverse talent, champions psychological safety and DIB, and sets a high performance bar through timely feedback and balanced delegation.

Operational Excellence

• Results & Automation: Builds scalable operating models and harnesses data and technology to drive automation, streamline processes, and achieve transformational outcomes.
• Agile Operational Expertise: Serves as a fungible thought leader in large-scale operations, cutting through complexity to solve legacy problems.

This role is designated as a hybrid position. You are expected to adhere to Capital One's hybrid policy regarding required on-site presence at your designated office location.

Basic Qualifications

• Bachelor's Degree or military experience
• At least 8 years of operations experience in high-volume production or customer servicing environments
• At least 8 years of people management experience leading multi-tiered operational teams
• At least 5 years of process management, project management, or operational transformation experience
• At least 5 years of experience overseeing regulatory requirements, compliance, or risk management

Preferred Qualifications

• Master’s Degree
• 10+ years of people management experience leading large-scale organizations (1,000+ associates) across multiple locations
• 10+ years of financial services or servicing operations experience
• Scaled Agile, Lean, PMP, or Six Sigma certification
• Demonstrated track record of driving digital transformation, queue simplification, and human-centered design in a matrixed environment

At this time, Capital One will not sponsor a new applicant for employment authorization, or offer any immigration related support for this position (e.g. H1B, F-1 OPT, F-1 STEM OPT, F-1 CPT, J-1, TN, E-3, and O-1, or any other forms of work authorization that require immigration support from an employer)

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 theCapital One Careers website. Eligibility varies based on full or part-time status, exempt or non-exempt status, and management level.