# Director of Operations - Hybrid at Capital One

Capital One is hiring a Director of Operations - Hybrid. Level rates it Little AI ●○○○; you can [apply on Capital One](https://jobsbylevel.com/go/2b90968e-9309-4d71-ad0c-0cdaf39df443?utm_medium=ai-agent).

AI Level 1, AI centrality 30 out of 100. Plano, TX.

## Details

- Company: [Capital One](https://jobsbylevel.com/companies/capital-one)
- AI level: AI Level 1 (score 30 out of 100)
- Location: Plano, TX
- Posted: November 2, 2026
- Apply: https://jobsbylevel.com/go/2b90968e-9309-4d71-ad0c-0cdaf39df443?utm_medium=ai-agent
- Free CV review for this job: https://jobsbylevel.com/cv-review?job=director-of-operations-hybrid-at-capital-one-788ee6

## Description

Director of Operations - Hybrid Role Overview: 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. You have a proven track record of: 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. What you’ll do: 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. Key Focus Areas: 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. Location: Plano, TX - This role is designated as a hybrid position. You are expected to adhere to Capital One's hybrid policy regarding required on-site presence at your designated office location. Basic Qualifications: Bachelor’s degree or military experience At least 5 years of people leadership experience At least 5 years

The description is cut here. Read the full offer: https://jobsbylevel.com/jobs/director-of-operations-hybrid-at-capital-one-788ee6

Source: https://jobsbylevel.com/jobs/director-of-operations-hybrid-at-capital-one-788ee6

## Cite this page

Level. https://jobsbylevel.com/jobs/director-of-operations-hybrid-at-capital-one-788ee6.

Get job alerts: https://jobsbylevel.com/newsletter