Senior Director, Chief Of Staff, Customer Channels (Hybrid)

West Creek 8 (12080), United States of America, Richmond, Virginia Senior Director, Chief of Staff, Customer Channels (Hybrid)

As the Senior Director, Chief of Staff (COS), Customer Channels you will be critical in supporting the Senior Vice President of Customer Channels and the Customer Channels Leadership Team, enabling leaders to execute strategic work while ensuring operational rigor and supporting the culture of the organization and its teams. You’ll provide critical strategic thinking and leadership in the areas of operational strategy, communications, culture, associate engagement, finance, and organizational effectiveness for the Customer Channels organization. You will demonstrate broad organizational awareness and context as you liaise on behalf of the accountable executive and leaders across Customer Channels, other areas of Customer Servicing & Strategy, Card, and the Enterprise more broadly.

Candidates should have excellent business and interpersonal judgment, exceptionally strong written and verbal communication skills, expertise in relationship building, executive presence and the ability to connect and influence senior leaders. Candidates should also be great problem solvers and be able to seamlessly manage multiple projects and deadlines at once. The person in this role leads a team of ~8 associates, including a 6 member Associate Engagement team, in support of this work.

Responsibilities:

• Synthesize transformative bodies of work across the organization into an elevated Channels-wide narrative, in partnership with HR and Comms

• Accountability for Channels management system, including strategy deployment, and connection to executive decision forums

• Lead Associate Engagement team to create the environment where all Channels associates are at their best, feel connected to our vision, purpose, and our communities

• Partner with Senior Vice President as Accountable Executive of enterprise wide initiatives

• Appropriately influence associate engagement and talent strategies within Customer Channels

• Partner and develop relationships with key business stakeholders to ensure constant agreement on progress against shared goals, including Channels Services & Strategy COS team, enterprise functions, COS of Executive Committee members, and other stakeholder groups

• Leverage relationships to influence Business, Operations and partner groups on strategic and relevant issues and topics

• Exercise highest order change management skills on behalf of a global base of associates, including influencing the direction & prioritization of delivery function.

The successful candidate will:

• Be a source of positive energy, clarity, and direction for the organization

• Care deeply about our customers and our associates - Customer Channels is proud to represent a large and diverse group of associates who support needs of customers in Card, Retail Bank and the Enterprise

• Be willing to challenge the status quo and imagine new ways to tackle challenges we face

• Demonstrate a desire to elevate stories of front line associates to a broad audience

• Be a highly effective communicator, able to develop a strategic narrative and comfortable with storytelling across all levels of the organization

• Have an established track record of exceptional horizontal influence skills across various functions, levels, and organizations

• Be an operator, capable of decomposing a vision into goals and goals into execution plans.

• Experienced at seeing patterns and commonalities that can create a bigger picture out of small pieces, anticipating what’s around the corner.

• Be a force-multiplier driving the effectiveness of the team

• Be action oriented, always leaning in and moving with a sense of urgency. Results-oriented and able to get things done.

Travel as needed to other U.S.-based company locations up to 25% of the time.

Location: This role is hybrid, where you will be expected to spend about half of your working time in office and half working virtually.

Basic Qualifications:

• At least 7 years of experience in project management

• At least 5 years of experience in strategy development

• At least 5 years of experience managing senior stakeholders across business functions

• At least 5 years of people management experience

Preferred Qualifications:

• Bachelor's or Master's Degree

• At least 7 years of experience working with technology leaders

• At least 3 years of experience with Diversity and Inclusion

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

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 committed to diversity and inclusion in the workplace. All qualified applicants will receive consideration for employment without regard to sex (including pregnancy, childbirth or related medical conditions), race, color, age, national origin, religion, disability, genetic information, marital status, sexual orientation, gender identity, gender reassignment, citizenship, immigration status, protected veteran status, or any other basis prohibited under applicable federal, state or local law. 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.

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