Director of Operations

Director of Operations - Hybrid

Role Overview: 

We are seeking a high-caliber, transformative Director of Operations to lead, scale, and optimize our operations. In this role, you will serve as a strategic leader responsible for driving operational excellence, customer advocacy, and regulatory integrity across a multi-faceted organization. 

You will move beyond routine contact center management to steer a dynamic organization comprised of specialized internal operational teams—covering strategic readiness, advanced customer advocacy, and complex fraud/escalation management—alongside large-scale BPO vendor partners managing ~200+ frontline agents. 

You bring a blend of strategic vision, process optimization discipline, vendor governance, and high-impact people leadership required to elevate operational standards and deliver best-in-class customer experiences.

You have a proven track record of: 

• Large-Scale Operations Leadership: Successfully leading multi-site contact center operations combining internal teams and offshore/nearshore vendor partners of 200+ headcount.
• Operational Transformation: Transforming reactive service centers into proactive, quality-focused customer advocacy hubs through structured process engineering.
• Escalation & Fraud Management: Effectively mitigating enterprise risk through robust Tier 2 & 3 complaint handling, fraud prevention protocols, and regulatory adherence.
• Vendor Operations Governance: Driving rigorous SLA performance, cost efficiency, and quality alignment across third-party BPO vendor organizations.

What you’ll do: 

The Director of Operations maintains end-to-end accountability for operational strategy, performance delivery, vendor oversight, and organizational readiness.

• Leadership Reach: Direct oversight of Department Managers, Unit Managers (UMs), and Vendor Managers (VMs) across internal and external business units.
• Core Internal Operations:
  • Strategic Operations: Driving CX quality call listening, 1:1 and group coaching/training, operations readiness, and training materials maintenance.
  • Customer Advocacy: Overseeing high-touch inbound customer service, task execution, complex account resolution, and U.S. transfer handling.
  • Escalations and Fraud: Leading high-severity escalated problem solving, fraud operations, customer complaint research and resolution, and escalation follow-ups.
• Core External Operations: 
  • Governance and SLA performance tracking for primary vendor partners overseeing a network of ~200+ non-associate vendor agents performing inbound calls and funding workflows.

Key Focus Areas: 

• Reimagine end to end Operations in this era of AI 
• Strategic Leadership & Governance to formulate and execute long-term operational strategies and partner cross functionally 
• Partner cross-functionally with Product, Business Analysis, and Process teams to establish and update processes, policies, procedures, and standards
• Define operational KPIs, quality targets, and SLA metrics to ensure consistent service delivery, funding accuracy, and customer satisfaction
• Direct vendor management leads to oversee third-party partners, ensuring ~200+ vendor agents adhere to operational guidelines and productivity benchmarks
• Risk, Fraud, & Complaint Resolution spanning complex problem solving and root-cause analysis 
• Ensure business readiness for product launches, process updates, and technology enhancements across all operational sub-functions
• Mentor, develop, and inspire a multi-layered leadership team, cultivating a culture of accountability, continuous learning, and high performance.
• Optimize talent allocation and capacity planning across teams to handle volume fluctuations dynamically.

Location: Plano, TX - This role is designated as a hybrid position. You are expected to adhere to Capital One's hybrid policy regarding required on-site presence at your designated office location.

Basic Qualifications:

• 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 Qualifications:

• PMP, Lean, Agile, or Six Sigma certification
• At least 3 years of operations people leadership experience
• At least 7 years of people leadership experience

At this time, Capital One will not sponsor a new applicant for employment authorization, or offer any immigration related support for this position (e.g. H1B, F-1 OPT, F-1 STEM OPT, F-1 CPT, J-1, TN, E-3, and O-1, or any other forms of work authorization that require immigration support from an employer)

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.

Plano, TX: $173,000 - $197,400 for Director, Operations

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 theCapital 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]

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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).