Work From Home - Department Operations Manager - Customer Operations

Department Operations Manager - Customer Operations

Work from home opportunity available for a Department Operations Manager in Customer Operations. If you are looking for a challenging role that includes the convenience of working virtually at home, this Capital One role may be for you. To be eligible for this role, candidates must live within a 100 miles radius of one of the following zip codes : 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). Candidates must report in person, when required, with at least 24 hours notice.

Key Responsibilities

The Department Manager is a critical leadership role and the engine of our large-scale customer service organization, overseeing a team that includes between 75 and 180 direct and indirect reports. This isn't just about managing volume; it's about finding the next level of operational efficiency and customer delight. We need a visionary who can drive results, inspire performance beyond our current benchmarks, and cultivate an environment where every agent and unit manager excels. This leader will be responsible for translating strategic objectives into daily operational excellence, focusing on core areas like managing talent pipelines, optimizing cost-to-serve metrics, and identifying breakthrough process improvements that elevate service quality across the entire customer journey.

• Oversee the day-to-day operations of the department to ensure all established service level agreements (SLAs) and key performance indicators (KPIs) are consistently met or exceeded
• Elevate performance misses and proactively problem solve when unforeseen events impact operations health
• Analyze performance data (AHT / THT, FCR, CSAT, NPS, SA, QXP, PTS) to identify trends, pinpoint root causes of inefficiencies, and implement strategic adjustments
• Actively identify and champion opportunities to deliver improvements in process, service, and cost
• Cultivate a high-energy, results-oriented, and customer-focused culture across all reporting lines, ensuring alignment with company values
• Direct and coach Unit Managers, ensuring they have the skills and coaching capabilities necessary to manage and develop their respective teams effectively
• Own the employee lifecycle, including performance management, succession planning, and driving high engagement. This includes managing talent by identifying high-potential employees for growth and addressing performance gaps decisively
• Maintains up-to-date expert knowledge of business area policies and procedures and ensures team awareness and compliance with all changes
• Ensure consistency and quality across all customer interactions by maintaining rigorous quality standards and addressing critical customer feedback
• Ensure all departmental actions and employee conduct strictly adhere to company policies and all relevant regulatory compliance standards

Basic Qualifications

High School Diploma, GED or Equivalent Certification

At least 5 years of Contact Center or Production Operation experience

At least 3 years of People Leadership Experience

At least 3 years of Coaching or Mentoring experience

At least 2 years of experience using Google Suite or Microsoft Office

At least 2 years of Relationship Management Experience

At least 2 years of Process Management or Project Management Experience

Preferred Qualifications

Bachelor's Degree

At least 6 years of Contact Center or Production Operation experience

At least 4 years of People Leadership Experience

At least 4 years of Relationship Management Experience

At least 4 years of Process Management or Project Management Experience

Work From Home Technology Requirements

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.

Work From Home Location Requirements

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 :

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.

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.

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.