Senior Director, Card Servicing Operations

Capital One

. Lead approximately 1,500–2,000 associates across multiple geographic locations and multi-channel servicing operations .

Posted 10/27/2026full-timeMcLean • Virginia • United StatesSenior💰 $229,700 - $262,100 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in leading large-scale operations and multi-tiered teams, focusing on customer experience, operational efficiency, and risk management. Proven ability to drive digital transformation and implement human-centered design in complex environments.

Highest-signal resume keywords

Operations ManagementPeople ManagementProcess ManagementRisk ManagementDigital Transformation

ATS Keywords

Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Operational TransformationProject ManagementProcess AutomationData AnalysisRegulatory Compliance

Soft Skills

Collaborative LeadershipEffective CommunicationCultural EmpowermentStrategic ThinkingStakeholder Alignment

Tools & Technologies

Scaled AgileLeanSix SigmaHuman-Centered Design

Certifications & Qualifications

PMPSix Sigma Certification

Industry Keywords

Customer ServicingFinancial ServicesHigh-Volume ProductionDiversity and InclusionOperational KPIs

Tech Stack

Tools & technologies

PMP

About the role

Key responsibilities & impact

Lead approximately 1,500–2,000 associates across multiple geographic locations and multi-channel servicing operations
Drive customer experience, quality, productivity, and efficiency across servicing operations
Exceed core KPIs including NPS, THT, AHT, callbacks, and transfers
Lead enterprise initiatives with Product, Tech, and OSS teams to transform agent and customer experiences
Simplify processes, automate work, eliminate waste, and implement human-centered design
Translate strategic intent into tactical implementation plans and drive horizontal operational outcomes
Build a collaborative, empowering, inclusive, and psychologically safe culture
Establish succession plans, champion Diversity, Inclusion, and Belonging, and develop talent
Identify, mitigate, and manage operational, financial, regulatory, and reputational risks
Shape long-term operational strategies using customer-back insights
Create decision-making frameworks and anticipate external and regulatory shifts
Deliver persuasive executive communications and align stakeholders across Tech, Product, and Design
Lead cross-functional initiatives in complex matrixed environments
Build scalable operating models and use data and technology to drive automation and transformational outcomes

Requirements

What you’ll need

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: Master’s Degree
Preferred: 10+ years of people management experience leading large-scale organizations (1,000+ associates) across multiple locations
Preferred: 10+ years of financial services or servicing operations experience
Preferred: 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
Capital One will not sponsor a new applicant for employment authorization or provide immigration-related support

Benefits

Comp & perks

Performance-based incentive compensation, including cash bonus(es) and/or long-term incentives (LTI)
Comprehensive health, financial, and other benefits supporting total well-being
Reasonable accommodation support for applicants with disabilities