Director of Operations - Hybrid

We are seeking a high-caliber, transformative Director of Operations to lead, scale, and optimize our operations. In this role, you will serve as a strategic leader responsible for driving operational excellence, customer advocacy, and regulatory integrity across a multi-faceted organization.

You will move beyond routine contact center management to steer a dynamic organization comprised of specialized internal operational teams—covering strategic readiness, advanced customer advocacy, and complex fraud/escalation management—alongside large‑scale BPO vendor partners managing ~200+ frontline agents.

You bring a blend of strategic vision, process optimization discipline, vendor governance, and high-impact people leadership required to elevate operational standards and deliver best-in-class customer experiences.

• Large-Scale Operations Leadership
  :
  Successfully leading multi-site contact center operations combining internal teams and offshore/nearshore vendor partners of 200+ headcount.
• Operational Transformation
  :
  Transforming reactive service centers into proactive, quality-focused customer advocacy hubs through structured process engineering.
• Escalation & Fraud Management
  :
  Effectively mitigating enterprise risk through robust Tier 2 & 3 complaint handling, fraud prevention protocols, and regulatory adherence.
• Vendor Operations Governance
  :
  Driving rigorous SLA performance, cost efficiency, and quality alignment across third-party BPO vendor organizations.

The Director of Operations maintains end-to-end accountability for operational strategy, performance delivery, vendor oversight, and organizational readiness.

• Leadership Reach
  :
  Direct oversight of Department Managers, Unit Managers (UMs), and Vendor Managers (VMs) across internal and external business units.
• Core Internal Operations
  :
  • Strategic Operations: Driving CX quality call listening, 1:1 and group coaching/training, operations readiness, and training materials maintenance.
  • Customer Advocacy: Overseeing high-touch inbound customer service, task execution, complex account resolution, and U.S. transfer handling.
  • Escalations and Fraud: Leading high-severity escalated problem solving, fraud operations, customer complaint research and resolution, and escalation follow-ups.
• Core External Operations
  :
  • Governance and SLA performance tracking for primary vendor partners overseeing a network of ~200+ non-associate vendor agents performing inbound calls and funding workflows.

• Reimagine end to end Operations in this era of AI
• Strategic Leadership & Governance to formulate and execute long-term operational strategies and partner cross functionally
• Partner cross-functionally with Product, Business Analysis, and Process teams to establish and update processes, policies, procedures, and standards
• Define operational KPIs, quality targets, and SLA metrics to ensure consistent service delivery, funding accuracy, and customer satisfaction
• Direct vendor management leads to oversee third-party partners, ensuring ~200+ vendor agents adhere to operational guidelines and productivity benchmarks
• Risk, Fraud, & Complaint Resolution spanning complex problem solving and root-cause analysis
• Ensure business readiness for product launches, process updates, and technology enhancements across all operational sub-functions
• Mentor, develop, and inspire a multi-layered leadership team, cultivating a culture of accountability, continuous learning, and high performance.
• Optimize talent allocation and capacity planning across teams to handle volume fluctuations dynamically.

Plano, TX
- This role is designated as a hybrid position. You are expected to adhere to Capital One's…