Senior Manager, Operations Servicing Strategy

Capital One

. Transform customer and agent servicing experiences .

Posted 10/22/2026full-timeUnited StatesSenior💰 $149,000 - $204,100 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in leading transformation initiatives and strategic planning, with a strong focus on process management and stakeholder engagement. Proven ability to design and implement customer-centric solutions while managing cross-functional teams and communications.

Highest-signal resume keywords

Process ManagementProject Management CertificationStrategic PlanningPeople ManagementChange Management

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Process TransformationProject ManagementStrategic Program DesignOperational ReadinessHuman-Centered DesignTactical Requirement TranslationIndependent Research and AnalysisPresentation Development

Soft Skills

Stakeholder EngagementCommunicationProblem SolvingCollaboration

Certifications & Qualifications

Scaled AgileLeanProject Management Professional

Industry Keywords

Customer ExperienceAgent ExperienceOperational ChangesTransformation Requirements

Tech Stack

Tools & technologies

PMP

About the role

Key responsibilities & impact

Transform customer and agent servicing experiences
Integrate and influence multiple groups and consult with business partners to develop strategic capabilities and sustainable customer and agent experiences
Educate and gain stakeholder buy-in to ensure technology and processes deliver business results
Partner with Line of Business leaders on intent delivery, operational readiness, servicing strategy, and product-roadmap insights
Design strategic programs and initiatives with project and product teams
Lead high-impact transformation initiatives and change management
Create overarching roadmaps with technology, product, and intent teams using human-centered design
Ensure product design is built for agents and customers
Create presentations for senior management and guide senior-management discussions and decisions
Establish and manage communications across teams
Consult on complex problems, resolve issues, escalate roadblocks, and define transformation requirements and scope
Conduct independent research and analysis and develop recommendations for senior management and executives
Manage day-to-day operational aspects, product development, benefits definition, operational changes, and team accountabilities
Translate strategic intent into tactical requirements and implementation plans and execute process efficiencies
Represent operations to product teams and stakeholder groups

Requirements

What you’ll need

High School Diploma, GED, or equivalent certification
At least 5 years of experience in people management
At least 5 years of experience directing process transformations or projects
At least 3 years of experience in strategic planning
Process or project management certification such as Scaled Agile, Lean, or Project Management Professional (preferred)
6+ years of experience in people management (preferred)
6+ years of experience directing process transformations or projects (preferred)
4+ years of experience in strategic planning (preferred)
Capital One will not sponsor a new applicant for employment authorization for this position

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