Are you looking for a challenging role that includes the convenience of working virtually at home? Then a Capital One Customer Operations role may be the role for you! To be eligible for this role, candidates must live within a 100 miles radius of one of the following zip codes (excluding CA) and report in person, when required, with at least 24 hours notice.
23060 (Richmond, VA)
23320 (Chesapeake, VA)
33634 (Tampa, FL)
89144 (Las Vegas, NV)
75024 (Plano, TX)
19801 (Wilmington, DE)
68521 (Lincoln, NE)
56301 (St. Cloud, MN)
What's in Your Wallet? .... YOU can deliver the answer! Card Delivery Solutions is the organization trusted to develop and send over 50MM credit cards to Capital One Card customers each year. The physical card continues to evolve as an advanced payment security mechanism as well as a prestigious representation of our Brand. This increases the demands on the team to develop plastic and metal cards, integrate advanced payment and security mechanisms into the card, deliver customized welcome packages, and enable real-time in-store card issuance for our partners.
This Principal Extended Operations Manager role within Card Delivery Solutions will be accountable for managing the daily Operations of the Card Delivery BAU space. The role involves interaction with Suppliers, Tech, Risk, Knowledge Management, and our internal partners to deliver seamlessly for our customers.
Responsibilities:
Manage daily operations of complex Card Delivery value chain
Manage supplier’s performance, SLAs and other metrics to ensure compliance and appropriate customer experience
People leader for small operational support team of 1 to 5 associates
Provide inspirational leadership empowering associates to achieve their full potential
Partner with suppliers, tech, risk, knowledge management, and other internal stakeholders to support Card Delivery and to deliver new projects and improvements into production that drive efficiency, increased quality, and delight our customers
To serve as the Content Domain Owner (CDO) for Plastic Fulfillment
Lead development and regular reporting of team metrics to senior leadership
Prioritize and drive team workflow, both ongoing and ad-hoc
Identify and drive process improvements aligned with departmental vision and strategy
Handle multiple tasks independently to meet deadlines
TSYS System Knowledge
Tableau Knowledge
The Person:
Exercise flexibility for changing business needs in a fast-paced environment by demonstrating initiative, prioritization, and independent judgment
Loves working across teams and organizations to deliver results
Is a process professional who seeks out ways to make things better
Is motivated by meeting or exceeding customer expectations
Has a desire to lead and support a team of direct reports
Has the ability to work autonomously and manage multiple complex deliverables simultaneously
Basic Qualifications:
High school diploma, GED or equivalent
At least 1 year of experience using Google Suite or Microsoft Office
At least 2 years of experience in people management or third-party supplier management
At least 2 years of experience in operations management
At least 2 years of experience in project management or process management
Preferred Qualifications:
Bachelor’s Degree or military experience
Lean, Six Sigma, PMP or BPM certification
At least 3 years of experience in people management or third-party supplier management
At least 3 years of experience in operations management
At least 3 years of experience in project managment or process management
At least 2 years of experience in card manufacturing
Work from Home Technology Requirements
Secure home office environment that is free from background noise and distractions
Reliable private internet connection that is not supplied via cellular data or hotspot is required
A private network that is password protected where you have ownership or line of site sight to every device on the network
Internet service must be provided by Cable or Fiber Internet Service Providers (ISP)
Hotspots and satellite services are prohibited and do not meet performance criteria required for optimal agent/customer interactions
ISP download speeds on VPN must be at least 5Mbps, with 10+ Mbps preferred
To validate ISP speeds from a Chrome browser, go to www.google.com, type Speed Test and run from the Google landing page
Both Hardwire and WiFi internet connections are acceptable as long as speed and security requirements are met
Capital One reserves the right to request proof of internet provider, speed and service package from the associate. Requirements are subject to change, as new systems and technology is delivered. Capital One reserves the right to modify internet service requirements with sixty (60) days notice. Internet Service Provider specs can change by provider and location within the US. If you are experiencing consistent issues with internet stability Capital One reserves the right to ask the agent to upgrade internet service to ensure a good customer experience.
Work from Home Location Requirements
Candidates must live within 100 mile radius of 23060 (Richmond, VA), 23320 (Chesapeake, VA), 33634 (Tampa, FL), 89144 (Las Vegas, NV), 75024 (Plano, TX), 19801 (Wilmington, DE), 68521 (Lincoln, NE) or
56301 (St. Cloud, MN) and report in person, when required, with at least than 24 hours notice.
We are unable to consider applicants who:
Do not maintain network-compatible internet access
Live or work beyond the 100 mile radius of their dedicated location, or
Live or work in the state of California.
At this time, Capital One will not sponsor a new applicant for employment authorization for this position
The minimum and maximum full-time annual salaries for this role are listed below, by location. Please note that this salary information is solely for candidates hired to perform work within one of these locations, and refers to the amount Capital One is willing to pay at the time of this posting. Salaries for part-time roles will be prorated based upon the agreed upon number of hours to be regularly worked.
Plano, TX: $93,400 - $106,600 for Principal Extended Ops Assoc.
Candidates hired to work in other locations will be subject to the pay range associated with that location, and the actual annualized salary amount offered to any candidate at the time of hire will be reflected solely in the candidate’s offer letter.
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 non discretionary depending on the plan.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 (EOE, including disability/vet) committed to non-discrimination in compliance with applicable federal, state, and local laws. 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.If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation, please contact Capital One Recruiting at 1-800-304-9102 or via email at RecruitingAccommodation@capitalone.com. All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations.
For technical support or questions about Capital One's recruiting process, please send an email to Careers@capitalone.com
Capital One does not provide, endorse nor guarantee and is not liable for third-party products, services, educational tools or other information available through this site.
Capital One Financial is made up of several different entities. Please note that any position posted in Canada is for Capital One Canada, any position posted in the United Kingdom is for Capital One Europe and any position posted in the Philippines is for Capital One Philippines Service Corp. (COPSSC).
Who We Are
At Capital One, we’re building a leading information-based technology company. Still founder-led by Chairman and Chief Executive Officer Richard Fairbank, Capital One is on a mission to help our customers succeed by bringing ingenuity, simplicity, and humanity to banking. We measure our efforts by the success our customers enjoy and the advocacy they exhibit. We are succeeding because they are succeeding.
Guided by our shared values, we thrive in an environment where collaboration and openness are valued. We believe that innovation is powered by perspective and that teamwork and respect for each other lead to superior results. We elevate each other and obsess about doing the right thing. Our associates serve with humility and a deep respect for their responsibility in helping our customers achieve their goals and realize their dreams. Together, we are on a quest to change banking for good.