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Work From Home - Department Operations Manager - Customer Operations

Work From Home - Department Operations Manager - Customer Operations

Remote StaffingSaint Cloud, MN, US
1 day ago
Job type
  • Full-time
  • Part-time
  • Remote
Job description

Department Operations Manager - Customer Operations

Work from home. 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)

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.

Key Responsibilities

  • 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
  • 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 : Do not maintain network-compatible internet access Live or work beyond the 100 mile radius of their dedicated location.
  • 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.

    • Capital One is an equal opportunity employer committed to diversity in the workplace. Capital One promotes a drug-free workplace. All qualified applicants will receive consideration for employment without regard to gender, race, color, religion, national origin, sexual orientation, protected veteran status, or disability status. 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.

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