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.

• 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

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.

• 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

• 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

Capital One will not sponsor a new applicant for employment authorization for this position.

• 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

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. Eligibility varies based on full or part‑time status, exempt or non‑exempt status, and management level.

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.