Auto Refinance Department Operations Manager

Capital One

. Lead day-to-day activities of a high-visibility, multi-function, multi-team operation .

Posted 9/24/2026full-timePlano • Texas • United StatesMid-LevelSenior💰 $122,100 - $139,400 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates strong leadership in managing multi-function operations, focusing on customer experience and process improvement. Capable of developing training frameworks and strategies that enhance team performance and operational efficiency.

Highest-signal resume keywords

People Leadership ExperienceCall Center OperationsProcess ManagementCross-Functional Team CollaborationCustomer Experience Mapping

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Process StreamliningEscalation ManagementData AnalysisTraining DevelopmentPerformance Management

Soft Skills

Relationship BuildingCoaching SkillsEmpathetic CommunicationStrategic Decision-Making

Tools & Technologies

Sentinel

Certifications & Qualifications

High School DiplomaGEDEquivalent Certification

Industry Keywords

Auto Financing IndustryCustomer ServiceFraud OperationsVendor Management

About the role

Key responsibilities & impact

Lead day-to-day activities of a high-visibility, multi-function, multi-team operation
Create a vision and strategy enabling well-managed, customer-focused execution
Build relationships across stakeholders and partners and prioritize high-leverage organizational needs
Translate insights and data into stories that drive individual, team, and business goals
Lead Customer Escalations/Complaints, Specialty Operations, Fraud Operations, Coaching, and Training processes
Lead 3 Senior Associate people leaders overseeing approximately 40 specialty production associates
Coordinate core functions of approximately 200 vendor call center and funding agents
Create a roadmap covering process streamlining, associate engagement/development, escalation framework, customer experience mapping, training, and documentation
Monitor Fraud queue backlog and complex cases; guide resolution or escalation
Develop escalation interaction models and invest in reporting and tools
Maintain effective Refi Fraud/ID Theft controls
Gather vendor escalation trends and identify training or policy gaps
Use Sentinel for real-time intervention and data
Identify process or product gaps using complaint data and partner across functions to close them
Monitor intraday call center and funding performance to deploy Flex production associates
Establish coaching frameworks and quality calibrations
Develop coaching skills and frameworks for empathetic, human-centered customer experiences
Audit, update, and improve onboarding, upskilling, and refresher training content
Implement closed-loop feedback mechanisms for training improvements
Build relationships with UMs and frontline associates while maintaining a positive culture
Make strategic pivots and key business decisions autonomously
Guide UMs in performance management and associate development
Identify gaps in process, reporting, tools, and customer experience and partner with leadership/product teams
Serve as proxy for the Senior Department Manager as needed

Requirements

What you’ll need

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
At this time, Capital One will not sponsor a new applicant for employment authorization for this position
Preferred: At least 2 years of experience in the auto financing industry
Preferred: At least 2 years of experience in process management
Preferred: At least 7 years of people leadership experience
Preferred: At least 2 years of experience working with multiple business partners
Preferred: At least 1 year of experience working with external vendors

Benefits

Comp & perks

Performance-based incentive compensation, which may include cash bonuses and/or long-term incentives (LTI)
Comprehensive, competitive, and inclusive health, financial, and other benefits supporting total well-being
Reasonable accommodations for applicants who require them