About the position

Are you looking for a challenging role that includes the convenience of working virtually at home? Then a Capital One Customer Operations role may be the role for you! To be eligible for this role, candidates must live within a 100 miles radius of one of the following zip codes ( excluding CA ) and report in person, when required, with at least 24 hours notice. 23060 (Richmond, VA) 23320 (Chesapeake, VA) 33634 (Tampa, FL) 89144 (Las Vegas, NV) 75024 (Plano, TX) 19801 (Wilmington, DE) 68521 (Lincoln, NE) 56301 (St. Cloud, MN) Do you have a passion for direct mail print production? Are you passionate about the customer experience? Then the Direct Marketing Operations team is the place for you! As a Principal Extended Operations Associate for the Direct Marketing Operations production team, you will be responsible for managing the relationship between Capital One and various suppliers to ensure flawless operational performance and delivery. As a team lead, you will be asked to help establish a framework for ensuring ongoing monitoring of operational performance to validate against both customer promise and well managed expectations. This will include monitoring reports which include detailed supplier performance, communication of performance to suppliers, and development of performance remediation plans, as needed. Additionally, you will have responsibility for driving innovation in direct mail, understanding the objectives of various lines of business and then developing and managing the outsourced supplier network that meets performance, cost, and risk goals. You will lead teams in the development of strategies, processes, or projects that will improve business performance, with additional responsibility to be a steward of the team’s skills and bandwidth to leverage strengths and fill gaps, address performance and risk areas, and advance strategic objectives.

Responsibilities

• Partner with LOB Leads and Suppliers to drive the execution of critical business tasks
• Lead team of associates aimed at Print Production activities, driving innovation and shaping a process improvement agenda
• Assess and manage supplier performance, reporting, analysis and communications of supplier performance
• Lead process design and analysis projects in concert with internal customers and external suppliers
• Ensure visibility and transparency to internal and external stakeholders to the health of operations, including identification of critical needs/dependencies

Requirements

• High school diploma, GED or equivalent certification
• At least one year of experience in People Management
• At least one year of experience in Process or Project Management
• At least 2 years of experience using Google Suite or Microsoft Office
• Secure home office environment that is free from background noise and distractions
• Reliable private internet connection that is not supplied via cellular data or hotspot is required
• A private network that is password protected where you have ownership or line of site sight to every device on the network
• Internet service must be provided by Cable or Fiber Internet Service Providers (ISP)
• Hotspots and satellite services are prohibited and do not meet performance criteria required for optimal agent/customer interactions
• ISP download speeds on VPN must be at least 5Mbps, with 10+ Mbps preferred
• To validate ISP speeds from a Chrome browser, go to www.google.com, type Speed Test and run from the Google landing page
• Both Hardwire and WiFi internet connections are acceptable as long as speed and security requirements are met
• Capital One reserves the right to request proof of internet provider, speed and service package from the associate.
• Requirements are subject to change, as new systems and technology is delivered.
• Capital One reserves the right to modify internet service requirements with sixty (60) days notice.
• Internet Service Provider specs can change by provider and location within the US.
• If you are experiencing consistent issues with internet stability Capital One reserves the right to ask the agent to upgrade internet service to ensure a good customer experience.
• Candidates must live within 100 mile radius of 23060 (Richmond, VA), 23320 (Chesapeake, VA), 33634 (Tampa, FL), 89144 (Las Vegas, NV), 75024 (Plano, TX), 19801 (Wilmington, DE), 68521 (Lincoln, NE) or 56301 (St. Cloud, MN) and report in person, when required, with at least than 24 hours notice.
• We are unable to consider applicants who: Do not maintain network-compatible internet access Live or work beyond the 100 mile radius of their dedicated location, or Live or work in the state of California.

Nice-to-haves

• Bachelor’s degree or military experience
• At least 1 year of experience in direct mail print production
• At least 1 year of experience in Supplier Management
• At least 2 years of experience in People Management
• At least 2 years experience in Project or Process Management
• Project Management certification or PMP certification
• Expected travel ~up to 25% (not required)

Benefits

• This role is also eligible to earn performance based incentive compensation, which may include cash bonus(es) and/or long term incentives (LTI). Incentives could be discretionary or non discretionary depending on the plan.
• 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.