Senior Manager, Supply Chain Operations Servicing Strategy - Horizontal Services (Hybrid)

U.S. Credit Card Supply Chain Solutions, Operations Servicing Strategy(OSS) Team focuses on delivering efficiency and scale solutions across our Supply Chain footprint. In this role, you will lead a team focused on identifying areas of operational improvement and delivering solutions against them. This team works closely with other leaders within Supply Chain Solutions and partners such as Product, Servicing, Tech, Risk, Finance, and Enterprise Supply Management to understand areas within our Supply Chain that are creating friction for our customers and are impeding our ability to provide efficient, accurate customer service.

On any given day you will be:

Leading Strategic Direction

• Partnering closely with Line of Business leaders to ensure Supply Chain Solutions is represented in the ideation, design and execution of their objectives through (1) Intent delivery and operational readiness (2) servicing strategy and (3) influencing their product roadmap through the delivery of insights and listening

• Designs strategic programs and initiatives, partnering with project and product teams to integrate designs and develop processes that track progress, identify and address issues

• Leading high impact transformation initiatives and change management contributing to the overall outcomes, definition, scoping, design, and delivery

Influencing

• Creating over-arching roadmaps, in partnership with tech, product and intent teams with a focus on human centered design

• Ensuring the product design is built for agents and customers

• Creating and delivering presentations to senior management. Guiding and influencing senior management discussions and decisions

Leading Horizontally

• Creating, establishing, and managing communications across teams to ensure optimal engagement of associates and leaders

• Consulting with business partners to understand complex problems and focus on bringing issues to resolution, horizontal influence and leadership in a matrixed environment. Escalating road-blocks as necessary to meet timelines. clarifying and defining transformation requirements / scope for cross-functional problems

• Conducting independent research and analysis to solve ambiguous client problems. Working with transformation teams to develop recommendations to clients (e.g., senior management and/or executives) enabling them to make key business decisions

Providing Operational Excellence

• Responsibility for day-to-day operational aspects of the experience; participating in developing products, benefits definition, management of changes in the operational environment, and assigning and managing team accountabilities on an ongoing basis

• Distilling big picture intent into tactical requirements and implementation plans and executing process efficiency

• Intimately understanding the heart of specific operations and represent the voice of that operation to multiple product teams and client stakeholder groups

What skills you need to bring to the table:

Leadership: Influencing, challenging, and enabling associates and leaders to significantly evolve and lead through change. Drive complex projects and programs by providing strategic direction.

Tech & Product Fluency: The role does not require technical skills (e.g. coding) but you need to understand how to harness evolving technology to drive business outcomes. Further, you will be diving into problems with Business Analysts, Operations, and Tech teams and the ability to speak their language is critical to collaboration and consensus building.

Curiosity: You have a curiosity to challenge the way things work and are capable of thinking outside of the box to develop and advocate for transformative solutions.

Results Focus: You have a bias towards action, try things and sometimes fail. You work in scaled agile frameworks and believe in iterative delivery with a focus on results

Communication: 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: Ability to access and leverage data to build compelling stories of where the leverage is and what investments will deliver the best outcome for our customers and stakeholders.

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.

We recognize that many life paths can contribute to interest in this role. We value all experience, whether gained in a classroom or through other paths, and invite everyone who meets the qualifications to apply for this role.

Basic Qualifications:

• High School Diploma, GED or Equivalent Certification

• At least 3 years of experience delivering transformational initiatives

• At least 3 years of experience in people management

• At least 3 years of experience directing process transformations or projects

• At least 3 years of experience in Strategic planning

Preferred Qualifications:

• Bachelor's Degree

• PMP, Lean, Agile or Six Sigma certification

• 4+ years of experience in people management

• 4+ years of experience directing process transformations or projects

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.

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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).