Work From Home - Global Operations Coach, Senior Associate
As a Senior Associate Coach within Global Operations, you won't just manage a team—you will lead the frontline of our mission. You will guide a dynamic team of suppliers and associates who serve as the voice of Capital One during our customers' "moments that matter."
In this era of technological evolution, you will empower your team to leverage Generative AI tools effectively, ensuring that while technology drives efficiency, human empathy and critical judgment are still key parts of the process.
Key Responsibilities:
People Leadership & Development
- Coach & Cultivate: Provide continuous, real-time feedback to drive high-quality customer experiences and career growth.
- Performance Management: Own the full lifecycle of your team’s performance, from monthly scorecards and annual appraisals to daily morale and engagement.
- Change Advocacy: Lead your team through process shifts and technological adoptions with a focus on resilience and excitement.
Operational Excellence & Risk Management
- Drive Results: Be accountable for team-level business goals, including inventory throughput, loss rates, and efficiency metrics.
- Strategic Compliance: Ensure all claim documentation and resolutions adhere strictly to regulatory commitments and internal policies.
- Continuous Improvement: Manage "lean" operations by identifying bottlenecks and contributing to innovative solutions for the broader business unit.
AI-Augmented Decision Making
- AI Oversight: Monitor and audit AI-generated recommendations to ensure they align with the nuances of complex, "edge-case" customer situations.
- Data Literacy: Interpret AI-driven outputs and multi-source data summaries to make rapid, informed decisions.
- Critical Thinking: Train associates to distinguish between AI-generated suggestions and non-negotiable process/policy requirements.
What You’ll Need to Succeed
- Adaptive Leadership: Experience managing suppliers/contractors with a proven track record of maintaining high morale and performance.
- Tech-Forward Mindset: Comfort with Generative AI tools and the ability to teach others how to use them as a "co-pilot" rather than a crutch.
- Analytical Sharpness: The ability to recognize patterns and anomalies that automated systems might overlook.
- Exceptional Communication: Mastery of concise documentation and the ability to translate complex data into actionable feedback.
Basic Qualifications:
- High School Diploma, GED, or equivalent certification
- At least 2 years of experience in People Management
- At least 1 year of bank fraud experience
** Preferred Qualifications:**
- Bachelor’s Degree or Military Experience
- 5+ years experience in People Management
- 2+ years experience in Process Management
- 3+ years experience in bank fraud, disputes, or Regulation E
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
- Associates must maintain a minimum of 100 Mbps download / 10 Mbps upload speed from their internet provider
- 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
This role is 100% work from home. We are unable to consider applicants who do not meet the required Capital One Work at Home compatible internet access or who live in the states of California, Hawaii, or US territories. Work from home U.S. based associates are not permitted to work internationally, outside of the continental United States (i.e. Hawaii or U.S. Territories), or California.
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.
Remote (Regardless of Location): $80,800 - $92,200 for Operations Coach
Richmond, VA: $80,800 - $92,200 for Operations Coach
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 1-800-304-9102 or via email at RecruitingAccommodation@capitalone.com. All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations.
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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).