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Department Operations Manager, Auto Navigator (Hybrid)

Company: Capital One
Location: Sugar Land
Posted on: March 8, 2023

Job Description:

Plano 3 (31063), United States of America, Plano, TexasDepartment Operations Manager, Auto Navigator (Hybrid)Are you a dynamic, strategic leader who is passionate about leading people, delivering top-notch customer experiences, and cultivating a high-performing group? If you are a strong integrative thinker, creative problem solver and possess strong interpersonal and relationship-building skills, then this is the job for you! As the Auto Navigator Operations Manager you will lead day-to-day activities of a high visibility, multi-function, multi-team operation. As the leader of the operation, you will create a vision and strategy for your team that enables them to execute in a well managed and customer focused way to unlock the best customer service in the industry. In your role, you will build relationships across a diverse network of stakeholders and partners to understand and prioritize the highest leverage needs of the organization. You will translate insights and data into a story that will help drive the team towards achieving individual, team and business goals.This manager would be responsible for the Auto Navigator Operations Department, including Vendor Management & Customer Escalations. You can expect to lead a team of 4-5 Principal &/or Senior Associates, whose teams consist of -150 servicing agents. This role would be responsible for creating and executing a roadmap inclusive of process streamlining, staffing, supplier strategy, associate development & change management, escalation framework, customer experience mapping, process training documentation and event response.You'll love the role & be successful if--- -

  • You have a passion for leading, developing and providing delightful experiences for direct reports and external customers
  • You are a promoter of diversity, inclusion, and belonging
  • You use data to influence process improvements and decisions
  • You feel comfortable executing autonomously day to day, but have a good sense of judgment in regards to escalating
  • You are a hands-on, engaged leader
  • You love to dream & have big ideas to enhance your team and responsibilitiesResponsibilities:
    • Using good judgment to make strategic pivots throughout the day and autonomously making key business decisions
    • Identifying improvement opportunities within department and executing with intentional prioritization -
    • Autonomously prioritizing the highest leverage initiatives for the overall Navigator Platform business
    • Maintaining strong relationships with Vendor Leadership to ensure efficient and effective management
    • Partnering across Lines of Businesses and Job Families to deliver results
    • Working with Data Engineers to create monitoring for department and associate performance -
    • Creating and updating reporting that captures business health
    • Identifying process gaps and issues, developing a framework to address, and then updating the process to prevent future issues and problems
    • Creating effective and transparent escalation paths
    • Motivating associates to help them achieve their career aspirations**This position does require onsite attendance **Location: This role is hybrid, where you will be expected to be in the office in Plano, TX for certain aspects of the role. -Basic Qualifications:
      • High School Diploma, GED or Equivalent Certification
      • At least 5 years of experience in people leadership -
      • At least 4 years of customer service experience
      • At least 2 years of experience in Process Management
      • At least 1 year experience working with Offshore VendorsPreferred Qualifications:
        • At least 2 years of experience in the Auto Financing Industry
        • At least 3 years of experience in Process Management
        • At least 7 years of experience in People Leadership
        • At least 3 years of experience working with cross functional teams
        • At least 2 years experience working with multiple business partners -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 -. Eligibility varies based on full or part-time status, exempt or non-exempt status, and management level.No agencies please. Capital One is an Equal Opportunity Employer committed to diversity and inclusion in the workplace. All qualified applicants will receive consideration for employment without regard to sex, race, color, age, national origin, religion, physical and mental disability, genetic information, marital status, sexual orientation, gender identity/assignment, citizenship, pregnancy or maternity, protected veteran status, or any other status prohibited by applicable national, federal, state or local law. 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 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.comCapital 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).

Keywords: Capital One, Sugar Land , Department Operations Manager, Auto Navigator (Hybrid), Executive , Sugar Land, Texas

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