Manager of Associate Enablement & Communications - Customer Protection Operations (Hybrid)

Manager of Associate Enablement & Communications - Customer Protection Operations (Hybrid)

As the Manager of Associate Enablement & Communications on the Customer Protection (CP) Chief of Staff team, you will serve as the end-to-end owner of the communications and enablement strategy for our CP Operations organization. Reporting into the Chief of Staff team, your work is about creating connection in every sense: you will connect associates to the tactical information they need to succeed, ranging from crafting senior leader updates to helping hone the message on our business objectives and intent. You will also help keep a pulse on (and inform) how senior leadership messages land with our global team - helping ensure our associates feel seen and heard. Overall, you will empower our front-line associates by ensuring they are informed, engaged, and prepared to deliver an exceptional customer experience. While your primary focus will be on the Customer Protection Ops organization, you will capitalize on opportunities to scale your efforts to CP's broader non-exempt population when appropriate.

More than a compelling storyteller, we are looking for a true end-to-end strategist and a well-managed executor. The ideal candidate is an expert in stakeholder management who builds productive relationships with partners at all levels, from front-line associates to senior leaders. You excel at translating high-level strategy into compelling narratives that resonate across the organization, bringing structure to ambiguity, and leading complex, open-ended problem solving. Success in this role requires operating autonomously with an emphasis on well-managed execution, demonstrating sound judgment to make the right trade-offs, and maintaining an 'associate-forward' mindset in every decision.

What We're Looking For In This Role

Lead Strategic Associate Communications & Enablement

• Serve as the end-to-end owner of the Operations Enablement & Communications strategy, from initial concept to final execution.
• Lead communications for Human-Empowered Realtime Operations (HERO) strategy, which guides how Operations trains, mentors, manages, and measures associate success in a world of AI tools & technologies
• Proactively gather input from stakeholders to shape direction and build business consensus, while establishing connection points with other LOBs to inform a holistic communications and enablement strategy.
• Structure and solve medium-to-high complexity, open-ended problems, applying a structured analytical approach even when information isn't perfect.
• Define and measure success for communication and enablement initiatives by identifying the right KPIs to track performance. You will regularly synthesize and communicate the purpose and progress of your work to key stakeholders and leadership
• Thoughtfully innovate by pushing the boundaries of how we do things, elevating the team by challenging current processes and articulating a point-of-view to drive change.
• Demonstrate sound judgment by independently considering and prioritizing urgent versus important work and making the right trade-offs to protect bandwidth and drive key results.
• Ensure all communications are "associate forward," putting the needs of our front-line teams at the center of how we share information.
• Create clear, well-formatted, and insightful communications with minimal manager revision needed to get to a final polished product.
• Actively seek out and leverage new technologies, including generative AI tools like Gemini, to innovate and amplify the productivity and impact of communication and enablement strategies.
• Strategically determine and leverage the most effective communication channelsfrom Slack and email to leadership messages and town hallsto maximize message impact and ensure consistency
• Model and coach effective communication styles across the organization, guiding partners and leaders on how to tailor their messaging to better connect with their teams

Location: West Creek 5 (Richmond, VA) or Center 2 (McLean, VA) or 802 Delaware Ave (Wilmington, DE) - this role is Hybrid, where you will be expected to spend 3 days per week working in office and the remainder of the week working virtually.

Basic Qualifications

• High School Diploma, GED, or equivalent Certification
• At least 5 years of intent ownership experience designing, recommending, and implementing strategic roadmaps
• At least 3 years of stakeholder management experience
• At least 2 years of experience using Google Slides

Preferred Qualifications

• Bachelor's Degree or Military Experience
• At least 5 years of experience creating, managing, and delivering multi-channel communication strategies
• At least 5 years of stakeholder management experience
• At least 3 years of experience in Change Management or Process Improvement
• At least 2 years of Coaching, Mentoring, or People Leadership experience

At this time, Capital One will not sponsor a new applicant for employment authorization for this position.

The minimum and maximum full-time annual salaries for this role are listed below, by location. Please note that this salary information is solely for candidates hired to perform work within one of these locations, and refers to the amount Capital One is willing to pay at the time of this posting. Salaries for part-time roles will be prorated based upon the agreed upon number of hours to be regularly worked.

McLean, VA: $151,900 - $173,400 for Manager, Project ManagementRichmond, VA: $138,100 - $157,700 for Manager, Project ManagementWilmington, DE: $138,100 - $157,700 for Manager, Project Management

Candidates hired to work in other locations will be subject to the pay range associated with that location, and the actual annualized salary amount offered to any candidate at the time of hire will be reflected solely in the candidate's offer letter.

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.

This role is expected to accept applications for a minimum of 5 business days.No agencies please. Capital One is an equal opportunity employer (EOE, including disability/vet) committed to non-discrimination in compliance with applicable federal, state, and local laws. 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 View phone number on click.appcast.io or via email at View email address on click.appcast.io. 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 View email address on click.appcast.io

Capital 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).