Manager - Customer Advocacy Office, Escalated Complaints Horizontal Operations & Strategy (Hybrid)

Center 1 (19052), United States of America, McLean, Virginia
Manager - Customer Advocacy Office, Escalated Complaints Horizontal Operations & Strategy (Hybrid)
The ECHOS organization supports key business processes that address the intake and handling of escalated customer complaints as well as collection of data to re-define operational reporting, pinpoint trends and identify improvement opportunities. We have ~140 associates in our organization and are located primarily in Richmond, VA.
As a leader in the Customer Advocacy Office department, you will be part of a smart, talented team responsible for transforming the customer and advocate servicing experience for Tier 3 Regulatory and Non-Regulatory complaints within the US Card Channels organization. You will help shape how Capital One responds to the highest level of escalated issues, and be responsible for leading the operations teams that are engaged in working the Tier 3 complaints. You will be part of the larger team that works to develop strategic capabilities and deliver sustainable customer and advocate experiences. You will educate and gain buy-in from key stakeholders by elevating the issues that our customers and advocate teams are facing.
Who we are

• The Customer Advocacy Office within ECHOS is responsible for:
  
  • Researching and decisioning Card Tier 3 complaints
  • Partnering with Research Partners, Legal and Compliance to ensure completeness
  • Elevating breakdowns in the servicing experience or are discovered throughout the investigation process
• We have ~100 associates in the department spread across 3 main geographies (Richmond, Tampa and Las Vegas)

On any given day you will be:
Providing Operational Excellence

• Ultimately responsible for day-to-day operational aspects of CAO
• Leading the ops teams by proactively understanding intended throughput, identifying operational obstacles or impediments, and/or escalating issues that need resolution
• Lead and guide performance management activities to ensure operational excellence while supporting advocate growth and success
• Proactively communicate with key stakeholders the health of the business and any challenges seen on the horizon

Influencing and Problem Solving

• Consulting with research partners and horizontal functions to identify challenges and inefficiencies within the operational processes and work to identify and provide solutions
• Help prioritize efforts of the EPIC team to address high-value opportunities that impact operational KPIs and the customer experience

What skills you need to bring to the table:
Leadership - Influencing, challenging and enabling associates as the teams work through T3 complaint cases. Do so with heart, empathy, fun with an eye for being well managed.
Strategic - Always have a vision for where the operation is going and where success lies. Create a compelling vision for others to follow that is grounded in the customer and advocate experience.
Curiosity - You ask why, you explore, and you're not afraid to come to the table with a totally new idea. Solving complex problems is what drives you and you like taking on new ones
Do-er - you have a bias towards action, try things and sometimes fail. You work in scaled agile frameworks and have iterative delivery with a focus on results
Communicator - You can communicate and partner with your team and key stakeholders across all levels of the company to manage, inform and influence outcomes. They know your priorities and why you are doing what you are doing
Analytical - You're NOT scared of numbers; instead you believe they help illuminate the truth
Customer-Centric - You lead with human centered design as the basis for decision making and influencing outcomes
Location: This role is hybrid, where you will be expected to spend about half of your working time in the office and half working virtually.
Basic Qualifications:

• High School Diploma, GED or equivalent certification
• At least 2 years of experience in Operations Management
• At least 2 years of experience in People Management
• At least 1 year of experience of delivering initiatives

Preferred Qualifications:

• Bachelor's Degree
• 3+ years of experience in Operations Management
• 3+ years of experience in People Management

At this time, Capital One will not sponsor a new applicant for employment authorization for this position.
Capital One offers a comprehensive, competitive, and inclusive set of health, financial and other benefits that support your total well-being. Learn more at the Capital One Careers website . Eligibility varies based on full or part-time status, exempt or non-exempt status, and management level.
This role is expected to accept applications for a minimum of 5 business days.
No agencies please. Capital One is an equal opportunity employer committed to diversity and inclusion in the workplace. All qualified applicants will receive consideration for employment without regard to sex (including pregnancy, childbirth or related medical conditions), race, color, age, national origin, religion, disability, genetic information, marital status, sexual orientation, gender identity, gender reassignment, citizenship, immigration status, protected veteran status, or any other basis prohibited under applicable federal, state or local law. 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.
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