Sr. Director, Card Servicing Operations; Hybrid

Capital One Card Operations serves 140 million customers across multiple product lines and customer needs. The Senior Director, Servicing Operations is a strategic leader responsible for creating market-leading customer experiences, operational excellence, quality, and efficiency across large-scale servicing organizations. Leading a team of approximately 1,500–2,000 associates supporting Capital One Servicing Operations in a multi-channel operations environment, this role is accountable for executing critical customer-facing and back-office operations in a highly regulated environment.

The Senior Director serves as a key influencer in organizational strategy, building cross-functional partnerships to drive intent-based outcomes, implementing human-centered design, and fostering a high-performing, inclusive culture.

• Management Scope: Executive leadership of 1,500–2,000 associates across multiple geographic locations and multi-channel servicing operations.
• Budget & Volume Impact: Direct operational oversight supporting high-volume customer interactions, complex servicing requests, and critical risk/compliance functions.

• Cross-Functional Influence: Partnering across business units, Card Operations, Product, Tech, and intent teams to align competing priorities and drive shared organizational goals.
• Risk Exposure: Oversight of high-risk, high-visibility operations where execution errors directly impact customer experience, legal standing, and financial performance.
• Operational Variability: Managing diverse, non-standardized servicing workloads alongside high-volume, scaled, and repeatable customer operations.
• Rate of Change: Leading large-scale teams through continuous process, technology, and regulatory transformations while maintaining operational stability.

• Operational Results: Drive customer experience, quality, productivity, and efficiency across servicing operations while consistently exceeding core KPIs (e.g., NPS, THT, AHT, Callbacks, Transfers) and maintaining strong operational management systems.
• Strategic Influence: Spearhead enterprise initiatives in partnership with Product, Tech, and OSS horizontal teams to transform the agent and customer experience through process simplification, automation, waste elimination, and human-centered design.
• Organizational Intent: Act as a business owner to distill strategic intent into tactical implementation plans, shaping executive agendas and driving horizontal operational outcomes across business lines.
• Culture & Leadership: Build a collaborative, empowering, and inclusive environment. Act as a talent magnet by establishing robust succession plans, championing Diversity, Inclusion, and Belonging (DIB), and cultivating psychological safety across large-scale teams.
• Risk & Governance: Foster proper infrastructure and operational controls to proactively identify, mitigate, and manage operational, financial, regulatory, and reputational risks.

Key Metrics: NPS, THT, AHT, Callback Rate, Transfer Rate, Servicing Quality Assurance

Expected Outcomes:
Consistently exceeding efficiency, quality, and customer satisfaction targets across all servicing channels.

Key Metrics:
Automation Rate, Queue Simplification Wins, Waste Elimination, Digital/Tech Adoption

Expected Outcomes:
Measurable reduction in operational waste, streamlined workflows, and step-function improvements in CX and AX.

Key Metrics: AAS (All Associate Survey), Attrition Rates, DIB, Retention of Top Talent, Internal Promotion Rates

Expected Outcomes:
High associate engagement, strong retention…