Sr. Director, Card Servicing Operations (Hybrid)

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. Operational Scope & Complexity Scale • 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. Complexity Drivers • 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. Core Responsibilities • 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. Performance Metrics & Deliverables Drive Results: 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. Strategic Initiatives: 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. Culture & Leadership: Key Metrics: AAS (All Associate Survey), Attrition Rates, DIB, Retention of Top Talent, Internal Promotion Rates Expected Outcomes: High associate engagemen