# Sr. Director, Card Servicing Operations (Hybrid) at Capital One

Capital One is hiring a Sr. Director, Card Servicing Operations (Hybrid). Level rates it Little AI ●○○○; you can [apply on Capital One](https://jobsbylevel.com/go/aa1df663-488e-4f2c-b9fb-c41c728dee4f?utm_medium=ai-agent).

AI Level 1, AI centrality 26 out of 100. McLean, VA.

## Details

- Company: [Capital One](https://jobsbylevel.com/companies/capital-one)
- AI level: AI Level 1 (score 26 out of 100)
- Location: McLean, VA
- Posted: October 27, 2026
- Apply: https://jobsbylevel.com/go/aa1df663-488e-4f2c-b9fb-c41c728dee4f?utm_medium=ai-agent
- Free CV review for this job: https://jobsbylevel.com/cv-review?job=sr-director-card-servicing-operations-hybrid-at-capital-one-4a75f3

## Description

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 engagement, strong retention of high performers, and a robust talent pipeline. Risk & Compliance: Key Metrics: Audit/MRA Remediation, Quality Control Breakages, Regulatory Risk Indicators Expected Outcomes: Well-managed operations with zero

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Source: https://jobsbylevel.com/jobs/sr-director-card-servicing-operations-hybrid-at-capital-one-4a75f3

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Level. https://jobsbylevel.com/jobs/sr-director-card-servicing-operations-hybrid-at-capital-one-4a75f3.

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