Senior Manager, Operations Servicing Strategy

Capital One

. Identify and drive transformation improvements across the US Card Servicing footprint .

Posted 11/10/2026full-timeUnited StatesSenior💰 $149,000 - $204,100 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in driving transformational initiatives and strategic planning while leading teams to enhance operational efficiency and customer service. Proficient in leveraging data and technology to develop innovative solutions and improve service quality.

Highest-signal resume keywords

Transformational InitiativesProcess TransformationsPeople ManagementStrategic PlanningScaled Agile Frameworks

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Data AnalysisOperational Solutions ImplementationHuman-Centered DesignCustomer-Centric Decision-MakingInvestment and Outcome Analysis

Soft Skills

MentoringInfluencing ChangeCollaborationCuriosityCritical Thinking

Certifications & Qualifications

PMPLeanAgileSix Sigma

Industry Keywords

Card ServicingCustomer Service ToolsProcess ImprovementStrategic RoadmapsOperational Workforce

Tech Stack

Tools & technologies

PMP

About the role

Key responsibilities & impact

Identify and drive transformation improvements across the US Card Servicing footprint
Lead development of strategic roadmaps to harness platform capabilities for a global operational workforce
Lead a team of approximately 3–5 associates across process and OSS job families
Work with analyst and product teams to leverage data and technology to improve customer-service tools
Strengthen the analytical and critical-thinking skills of the team to transform the Card servicing ecosystem
Partner with Operations and technology teams to understand customer friction and improve efficient, accurate, high-quality service

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
Ability to mentor and grow a team and influence change among partners
Ability to drive complex projects and programs with strategic direction
Understanding of evolving technology and ability to apply it to business outcomes; coding is not required
Ability to collaborate with Business Analysts, Operations, and Tech teams
Curiosity and ability to develop transformative solutions
Experience working in scaled agile frameworks and iterative delivery
Ability to communicate and influence stakeholders across all levels
Ability to access and leverage data to build compelling investment and outcome analyses
Human-centered design and customer-centric decision-making
Experience implementing operational solutions and addressing root problems
Preferred: Bachelor's Degree or military experience
Preferred: PMP, Lean, Agile or Six Sigma certification
Preferred: At least 6 years of experience directing process transformations or projects
Preferred: At least 4 years of experience in people management
Capital One will not sponsor a new applicant for employment authorization or provide immigration-related support

Benefits

Comp & perks

Performance based incentive compensation, which may include cash bonus(es) 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