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

Responsibilities

• 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.
• 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.

Requirements

• 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
• 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.

Benefits

Additional Information

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. This role perfectly straddles the line between an experienced Servicing & Operations executive and a Product & Technology visionary. You will be responsible for architecting the future state of Capital One Travel servicing, championing our support ecosystem as a core competitive advantage. As we expand into new business segments and rapidly scale our digital capabilities, you will dynamically balance tech-forward automation with premium, white-glove service to meet evolving market demands.

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