Sr. Director, Head of Servicing Strategy & Operations, Capital One Travel

Capital One Travel (COT) is seeking a highly strategic, visionary, and operationally rigorous Head of Servicing to lead our customer support ecosystem into its next era of growth. In this pivotal senior leadership role, you will define exactly “where winning is” for our servicing organization, intrinsically linking our global operations to Capital One Travel's broader business strategy. What You’ll Do Define “Where Winning Is”: Architect and execute the destination servicing strategy for COT, establishing a clear vision of “what winning looks like” in alignment with our broader enterprise and travel objectives. Drive Operational Excellence & Workforce Design: Maintain oversight of the servicing financial footprint, applying rigorous analytical and critical thinking to how we deploy resources. Rather than managing to a strict bottom-line target, guide operations leadership to deeply understand our cost drivers and dynamically allocate spend, driving efficiency in low-complexity areas so we can deliberately fund and over-invest in the high-touch, premium moments that yield the highest customer ROI. Raise the Bar on Servicing Customer Experience (CX): Drive a relentless operational focus on hunting down and eliminating friction across the entire customer support ecosystem—re‑engineering disjointed frontline and back‑office processes into seamless experiences. Beyond optimizing the daily CX, champion our most sensitive escalation workflows, ensuring agents are fully empowered and enterprise‑connected to swiftly resolve fraud, complaints, and high‑risk situations. Champion Technology, AI & Data Integration: Partner with Product teams to champion seamless, automated digital workflows that empower customers to effortlessly self‑serve low‑complexity needs. Simultaneously, integrate intelligent experiences, predictive insights and automated tasks into the agent tooling ecosystem, empowering frontline teams to resolve complex issues more effectively and efficiently. Demonstrate Excellence in Cross‑Functional Leadership: Serve as the ultimate conduit between customer servicing and the business, driving strategic improvements and shaping the broader travel product roadmap through deep, influential relationships across the broader Travel and Capital One organization. Build a World‑Class Culture: Lead, mentor, and inspire a large, distributed organization. Foster an inclusive and collaborative environment grounded in, focused deeply on developing the next generation of operational leaders. The Ideal Candidate Strategic Operator: Extensive executive‑level experience in Customer Success, Business Process Outsourcing/Contact Center Operations, and Servicing Strategy. Proven comfort in scaling global operations and managing operational costs. Product & Tech Fluency: Highly adept at partnering with product, design, and engineering teams to translate operational needs into digital solutions. Data & Analytical Rigor: A track record of leveraging complex data ecosystems to drive operational leverage, segmentation, and efficiency. Transformational Leader: High learning agility and comfort leading through significant organizational transformation, rapid scaling, and paradigm‑shifting technological advancements. Masterful Communicator: Exceptional executive‑level influencing skills with a proven ability to “connect the dots” across a highly matrixed organization. Basic Qualifications Bachelor’s Degree At least 10 years of Process, Project, or Program Management experience At least 10 years of Customer Facing Operations experience At least 5 years of People Leadership experience Preferred Qualifications Masters in Business Administration 11+ years of Process, Project, or Program Management experience 11+ years of Customer Facing Operations experience 7+ years of People Management experience 4+ years of Learning & Development experience 5+ years of experience in Travel Servicing PMP, Lean, Agile or Six Sigma certification At this time, Capital One will not sponsor a new applicant for employment authorization for this position. McLean, VA: $229,700 - $262,100 for Sr Director, Operations New York, NY: $250,600 - $286,000 for Sr Director, Operations 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. 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). #J-18808-Ljbffr Capital One