Senior Manager, Agent Capabilities – Horizontal Operations Servicing Strategy

Capital One

Senior Manager for Capital One's Operations Servicing Strategy team driving transformation improvements while leading a team in developing strategic roadmaps and leveraging technology for customer service.

Posted 6/19/2026full-timeRichmond • Illinois, Virginia • 🇺🇸 United StatesSenior💰 $149,000 - $187,100 per yearWebsite

Tech Stack

Tools & technologies

PMP

About the role

Key responsibilities & impact

Identify and drive transformation improvements across US Card Servicing footprint
Lead the development of strategic roadmaps to harness platform capabilities for a global operational workforce
Demonstrate leadership by leading a team of ~3-5 associates across multiple job families including process and OSS
Work with analyst and product teams to leverage data and technology to improve tools for servicing customers
Strengthen analytical and critical thinking skills of team to unlock transformative solutions

Requirements

What you’ll need

High School Diploma, GED or Equivalent Certification
At least 5 years of experience delivering transformational initiatives
At least 5 years of experience directing process transformations or projects
At least 3 years of experience in people management
At least 3 years of experience in strategic planning
Bachelor's Degree or military experience (preferred)
PMP, Lean, Agile or Six Sigma certification (preferred)
6+ years of experience directing process transformations or projects (preferred)
4+ years of experience in people management (preferred)

Benefits

Comp & perks

Comprehensive, competitive, and inclusive set of health, financial and other benefits that support your total well-being
Performance based incentive compensation, which may include cash bonus(es) and/or long term incentives (LTI)

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

process transformationstrategic planningdata analysisproject management

Soft Skills

leadershipanalytical thinkingcritical thinkingteam management

Certifications

PMPLeanAgileSix Sigma