Business Manager, Bank Voice Strategy

Business Manager, Bank Voice Strategy

As a member of the Bank Voice Strategy team, you will drive strategic decision-making that directly influences how customers experience Capital One. Our team powers Call Center Operations for Capital One’s Retail Bank, which supports over 12M customer calls each year. We are a high-impact, high-visibility team and serve as internal consultants for VP+-level Bank leadership. Our mission is to ensure Capital One delivers high-quality, seamless customer experiences while maintaining operational excellence as we continue to grow and integrate Discover.

Defining our call center strategy requires a combination of sophisticated quantitative analysis and strategic business intuition. You will have the opportunity to do collaborative brainstorming, creative problem-solving, and nuanced storytelling for executive audiences. In this role, you will serve as the connective tissue between advanced analytics and execution, meaning you’ll manage and own relationships with a wide array of stakeholders across business analytics, operations, product, finance, and data science.

• Technology Investment Evaluation: Assess the impact of technology investments (such as IVR enhancements, Gen/Agentic AI, and other digital tools) on customer experience and operational efficiency, and make recommendations on how we prioritize investment.
• Operational Footprint Strategy: Identify the optimal geographic distribution for Bank Voice agents to drive improvements in service quality and operational efficiency. Use business intuition to understand tradeoffs, and make strategic recommendations.
• Strategic Analysis and Modeling: Lead the development of sophisticated models to determine impact of strategic initiatives on call volume, Opex, and customer experience (e.g., NPS).
• Discover Integration: Play a key role in the Discover merger by identifying how the integration is impacting our operations, and how we respond. Support additional ad hoc analysis related to the integration.
• Storytelling: Investigate data trends to understand the underlying business story, and communicate these insights to inform executive decision-making.
• Process Improvement: Identify opportunities to increase automation, leverage technology enhancements/AI, and improve data tools within and beyond the Bank Voice team.

• Strategic Leadership: Develop business strategies that drive competitive success for Capital One. Display an intense focus on achieving both short- and long‑term goals.
• Problem Solving: Bring an innovative approach, manage ambiguity, and drive an agenda in a fluid environment.
• Analytics: Leverage data and robust quantitative analysis to support recommendations. You will use SQL and other quantitative modeling tools daily.
• Ownership: Own strategic initiatives from ideation to testing (where applicable) to implementation, and see how your projects drive lasting impact in the business.
• Executive Communication and Storytelling: Translate complex quantitative analysis into actionable insights for leadership and build consensus on recommendations.
• People Leadership: Mentor and coach junior associates with a goal of developing and retaining talent at Capital One.
• Cross‑Functional Stakeholder Engagement: Build and leverage stakeholder relationships across Capital One, and become a trusted thought partner for executive leadership.

• Bachelor’s Degree in any quantitative field (Business, Math, Economics, Finance, Statistics, Science, Engineering)
• At least 2 years of experience in analysis

• Master’s Degree in Business or a quantitative field such as Finance, Economics, Physical Sciences, Math, Statistics, Engineering
• 5+ years of experience in analysis
• 2+ years of experience in financial services
• 1+ year of experience in consulting
• 2+ years of experience in people management

McLean, VA: $158,400 - $180,800 for Business Manager

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…