Senior Director, Process Management- Workforce Operations & Enablement; Hybrid
Listed on 2026-06-27
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Management
Business Analyst, Change Management, Operations Manager, Program / Project Manager
Senior Director, Process Management – Workforce Operations & Enablement
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.
LocationHybrid – expected to spend 3 days per week working in office, remainder virtual.
Responsibilities- Lead moderate to large size teams to drive complex workforce processes.
- Design, develop, and manage process initiatives to improve business outcomes and invest in core & data infrastructure.
- Work closely with Operations leaders to monitor and take action on network health.
- Partner cross‑functionally with Product, Tech, Operations and Business analysis teams to provide strategic and tactical thought partnership in joint initiatives.
- Build relationships and collaborate with key stakeholders to ensure delivery of commitments.
- Serve as subject matter expert on workforce process improvement initiatives.
- Bachelor’s Degree or equivalent 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 offers a comprehensive, competitive, and inclusive set of health, financial, and other benefits that support your total well-being.
Equal Opportunity Employer StatementCapital One is an equal opportunity employer (EOE, including disability/vet) committed to non‑discrimination in compliance with applicable federal, state, and local laws.
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