Work From Home - Senior Department Operations Manager - Customer Operations

Work From Home - Senior Department Operations Manager - Customer Operations The Senior Department Operations Manager is a critical leadership role and the engine of our large-scale customer service organization, overseeing a large team of direct and indirect reports. This isn't just about managing volume; it's about finding the next level of operational efficiency and customer delight. The senior department manager role oversees areas of our business with elevated risk, complexity, or senior stakeholder engagement, and we need a visionary who can drive results, inspire performance beyond our current benchmarks, and cultivate an environment where every agent and unit manager excels, while ensuring we are caring for the additional risks and complexities. This leader will be responsible for translating strategic objectives into daily operational excellence, focusing on core areas like managing talent pipelines, optimizing cost-to-serve metrics, and identifying breakthrough process improvements that elevate service quality across the entire customer journey. Key Responsibilities • Oversee the day-to-day operations of the department to ensure all established service level agreements (SLAs) and key performance indicators (KPIs) are consistently met or exceeded • Proactively identify risks, create contingency plans, monitoring, and response plans to care for risks • Partner with intent, workforce management, and other related teams to implement changes • Elevate performance misses and proactively problem solve when unforeseen events impact operations health • Analyze performance data to identify trends, pinpoint root causes of inefficiencies, and implement strategic adjustments • Actively identify and champion opportunities to deliver improvements in process, service, and cost • Maintain awareness of upcoming intent and stakeholder needs to ensure operation is positioned to respond • Cultivate a high-energy, results-oriented, and customer-focused culture across all reporting lines, ensuring alignment with company values • Direct and coach Unit Managers, ensuring they have the skills and coaching capabilities necessary to manage and develop their respective teams effectively • Own the employee lifecycle, including performance management, succession planning, and driving high engagement. This includes managing talent by identifying high-potential employees for growth and addressing performance gaps decisively • Maintains up-to-date expert knowledge of business area policies and procedures and ensures team awareness and compliance with all changes. • Ensure consistency and quality across all customer interactions by maintaining rigorous quality standards and addressing critical customer feedback • Ensure all departmental actions and employee conduct strictly adhere to company policies and all relevant regulatory compliance standards Work from Home Technology Requirements • Secure home office environment that is free from background noise and distractions • Reliable private internet connection that is not supplied via cellular data or hotspot is required • A private network that is password protected where you have ownership or line of site sight to every device on the network • Internet service must be provided by Cable or Fiber Internet Service Providers (ISP) • Hotspots and satellite services are prohibited and do not meet performance criteria required for optimal agent/customer interactions • ISP download speeds on VPN must be at least 5Mbps, with 10+ Mbps preferred • To validate ISP speeds from a Chrome browser, go to www.google.com, type Speed Test and run from the Google landing page • Both Hardwire and WiFi internet connections are acceptable as long as speed and security requirements are met Capital One reserves the right to request proof of internet provider, speed and service package from the associate. Requirements are subject to change, as new systems and technology is delivered. Capital One reserves the right to modify internet service requirements with sixty (60) days notice. Internet Service Provider specs can change by provider and location within the US. If you are experiencing consistent issues with internet stability Capital One reserves the right to ask the agent to upgrade internet service to ensure a good customer experience. Work from Home Location Requirements This role is 100% work from home. We are unable to consider applicants who do not meet the required Capital One Work at Home compatible internet access or who live in the states of California, Hawaii, or US territories. Work from home U.S. based associates are not permitted to work internationally, outside of the continental United States (i.e. Hawaii or U.S. Territories), or California. Basic Qualifications: • High School Diploma, GED or Equivalent Certification • At least 6 years of Contact Center or Production Operation experience • At least 4 years of People Leadership Experience • At least 4 years of Coaching or Mentoring experience • At least 3 years of experience using Google Suite or Microsoft Office • At least 3 years of Relationship Management Experience • At least 3 years of Process Management or Project Management Experience Preferred Qualifications: • Bachelor's Degree • At least 7 years of Contact Center or Production Operation experience • At least 5 years of People Leadership Experience • At least 5 years of Relationship Management Experience • At least 5 years of Process Management or Project Management Experience At this time, Capital One will not sponsor a new applicant for employment authorization for this position. The minimum and maximum full-time annual salaries for this role are listed below, by location. Please note that this salary information is solely for candidates hired to perform work within one of these locations, and refers to the amount Capital One is willing to pay at the time of this posting. Salaries for part-time roles will be prorated based upon the agreed upon number of hours to be regularly worked. Remote (Regardless of Location): $140,600 - $160,400 for Sr. Department Ops Manager Richmond, VA: $140,600 - $160,400 for Sr. Department Ops Manager Candidates hired to work in other locations will be subject to the pay range associated with that location, and the actual annualized salary amount offered to any candidate at the time of hire will be reflected solely in the candidate's offer letter. This role is also eligible to earn performance based incentive compensation, which may include cash bonus(es) and/or long term incentives (LTI). Incentives could be discretionary or non discretionary depending on the plan. Capital One offers a comprehensive, competitive, and inclusive set of health, financial and other benefits that support your total well-being. Learn more at the Capital One Careers website. Eligibility varies based on full or part-time status, exempt or non-exempt status, and management level. This role is expected to accept applications for a minimum of 5 business days. No agencies please. Capital One is an equal opportunity employer (EOE, including disability/vet) committed to non-discrimination in compliance with applicable federal, state, and local laws. Capital One promotes a drug-free workplace. Capital One will consider for employment qualified applicants with a criminal history in a manner consistent with the requirements of applicable laws regarding criminal background inquiries, including, to the extent applicable, Article 23-A of the New York Correction Law; San Francisco, California Police Code Article 49, Sections 4901-4920; New York City's Fair Chance Act; Philadelphia's Fair Criminal Records Screening Act; and other applicable federal, state, and local laws and regulations regarding criminal background inquiries. If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation, please contact Capital One Recruiting at 1-800-304-9102 or via email at [email protected]. All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations. For technical support or questions about Capital One's recruiting process, please send an email to [email protected] Capital One does not provide, endorse nor guarantee and is not liable for third-party products, services, educational tools or other information available through this site. Capital One Financial is made up of several different entities. Please note that any position posted in Canada is for Capital One Canada, any position posted in the United Kingdom is for Capital One Europe and any position posted in the Philippines is for Capital One Philippines Service Corp. (COPSSC). Apply tot his job