Director of Operations

Capital One

. Lead, scale, and optimize multi-faceted operations .

Posted 11/2/2026full-timePlano • Texas • United StatesLead💰 $173,000 - $197,400 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in operational strategy, performance delivery, and vendor management while leading and mentoring a multi-layered leadership team. Proven ability to drive operational excellence, customer advocacy, and implement transformational initiatives using methodologies such as Lean, Agile, or Six Sigma.

Highest-signal resume keywords

People Leadership ExperienceProcess ManagementProject ManagementTransformational InitiativesVendor Management

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Operational StrategyPerformance DeliveryProcess ImprovementKPI DevelopmentSLA ManagementFraud OperationsCustomer Experience ManagementComplex Account ResolutionCapacity PlanningAI Implementation

Soft Skills

MentoringCoachingProblem SolvingRelationship ManagementTeam Leadership

Certifications & Qualifications

PMPLeanAgileSix Sigma

Industry Keywords

Operational ExcellenceCustomer AdvocacyBPO ManagementEscalation ManagementQuality TargetsProduct Launch ReadinessProcess UpdatesTechnology EnhancementsVendor GovernanceSLA Performance

Tech Stack

Tools & technologies

PMP

About the role

Key responsibilities & impact

Lead, scale, and optimize multi-faceted operations
Drive operational excellence, customer advocacy, and regulatory integrity
Oversee internal operational teams covering strategic readiness, customer advocacy, fraud, and escalations
Govern BPO vendor partners managing approximately 200+ frontline agents
Maintain end-to-end accountability for operational strategy, performance delivery, vendor oversight, and organizational readiness
Directly oversee Department Managers, Unit Managers, and Vendor Managers
Drive CX quality call listening, coaching and training, operations readiness, and training-material maintenance
Oversee inbound customer service, task execution, complex account resolution, and U.S. transfer handling
Lead escalated problem solving, fraud operations, complaint research and resolution, and escalation follow-ups
Track vendor governance and SLA performance
Reimagine operations using AI
Establish processes, policies, procedures, standards, operational KPIs, quality targets, and SLA metrics
Ensure vendor agents follow operational guidelines and productivity benchmarks
Ensure readiness for product launches, process updates, and technology enhancements
Mentor and develop a multi-layered leadership team
Optimize talent allocation and capacity planning

Requirements

What you’ll need

Bachelor’s degree or military experience
At least 5 years of people leadership experience
At least 5 years of process or project management experience
At least 5 years of relationship management experience
At least 5 years of experience delivering transformational initiatives
Preferred: PMP, Lean, Agile, or Six Sigma certification
Preferred: At least 3 years of operations people leadership experience
Preferred: At least 7 years of people leadership experience
Must work under Capital One’s hybrid policy with required on-site presence at the designated office location
Capital One will not sponsor a new applicant for employment authorization or offer immigration-related support

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 with disabilities