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Capital One
Senior Director, Process Management- Workforce Operations & Enablement (Hybrid)
Be an Early Applicant
Lead process management and workforce operations for contact center workforce. Manage teams, design process improvements, oversee short-term planning, scheduling, network health, data and systems modernization, and partner cross-functionally to deliver operational results.
Senior Director, Process Management- Workforce Operations & Enablement (Hybrid)
As the Senior Director of Workforce Operations & Enablement for the Capital One contact center, you will lead an organization of process managers, directors, and analysts to deliver workforce services governing the International Card Agent Servicing workforce, improve network efficiency and health, and drive results across Capital One. Reporting directly to the VP of Workforce & Network, you will oversee one of the key workforce pillars, leading teams dedicated to short term planning, scheduling, network health, and workforce infrastructure; and managing critical investments in data and modernizing our core systems.
Responsibilities of this role may include:
Location: This role is hybrid, where you will be expected to spend 3 days per week working in office and the remainder of the week working virtually.
Basic Qualifications:
Preferred Qualifications:
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.
Chicago, IL: $208,800 - $238,300 for Sr. Director, Process Mgt
McLean, VA: $229,700 - $262,100 for Sr. Director, Process Mgt
New York, NY: $250,600 - $286,000 for Sr. Director, Process Mgt
Richmond, VA: $208,800 - $238,300 for Sr. Director, Process Mgt
Riverwoods, IL: $208,800 - $238,300 for Sr. Director, Process Mgt
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).
#BI-Hybrid
As the Senior Director of Workforce Operations & Enablement for the Capital One contact center, you will lead an organization of process managers, directors, and analysts to deliver workforce services governing the International Card Agent Servicing workforce, improve network efficiency and health, and drive results across Capital One. Reporting directly to the VP of Workforce & Network, you will oversee one of the key workforce pillars, leading teams dedicated to short term planning, scheduling, network health, and workforce infrastructure; and managing critical investments in data and modernizing our core systems.
Responsibilities of this role may include:
- Leading moderate to large size teams to drive complex workforce processes
- Designing, developing, and managing process initiatives to improve business outcomes, and invest in core & data infrastructure.
- Working closely with Operations leaders to monitor and take action on network health.
- Partnering cross-functionally with Product, Tech, Operations and Business analysis teams to provide strategic and tactical thought partnership in joint initiatives.
- Building relationships and collaborating with key stakeholders to ensure delivery of commitments
- Serving as subject matter expert on a workforce process improvement initiatives
Location: This role is hybrid, where you will be expected to spend 3 days per week working in office and the remainder of the week working virtually.
Basic Qualifications:
- Bachelor's Degree or military experience
- At least 7 years of experience in Process Management
- At least 7 years of experience in People Management
- At least 4 years of experience in strategic planning
- At least 2 years of experience using Google Suite or Microsoft Office
Preferred Qualifications:
- Master's Degree
- BPM, PMP, Lean, Agile, or Six Sigma certification
- Workforce management experience, ideally in supply planning and network management
- 8+ years of experience in Process Management
- 8+ years of experience in People Management
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.
Chicago, IL: $208,800 - $238,300 for Sr. Director, Process Mgt
McLean, VA: $229,700 - $262,100 for Sr. Director, Process Mgt
New York, NY: $250,600 - $286,000 for Sr. Director, Process Mgt
Richmond, VA: $208,800 - $238,300 for Sr. Director, Process Mgt
Riverwoods, IL: $208,800 - $238,300 for Sr. Director, Process Mgt
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).
#BI-Hybrid
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