Director, Velocity Black Operations & Program Management (Remote)

Velocity Black, a Capital One company, harnesses the power of artificial intelligence, the warmth of human experts and the convenience of the latest interfaces to help high-performance people actualize the full potential of their lives. It's concierge, reimagined for the digital age. 

By harnessing 24/7 chat, AI, and mobile payments, we help our customers do more and be more in the digital age. From access to the hottest restaurants to guaranteed upgrades at the world’s finest resorts. Make a custom request through the app and you will be chatting to our team within 1 minute, 24/7/365.

What unites us are the values we share: the relentless pursuit and celebration of excellence, actualizing the full potential of our lives, and impacting the world in a positive way.

Capital One provides a fast paced, dynamic environment where you can excel in your career. At Capital One, diversity, inclusion & belonging are valued at our core, sparking and enabling us to do good for our associates, customers and communities. Guided by our shared values, we thrive in an environment where collaboration and openness are valued. We nurture an environment that attracts and develops talent from all backgrounds and experiences, and empower our associates to do great work by creating a culture of belonging that values diverse perspectives, fosters collaboration and encourages innovative ideas – and are routinely recognized as one of the best companies to work for.

Obsessing over the customer experience and impact in all we do should be in your DNA, along with a visionary operations servicing mindset, and exceptional well managed judgment. You will provide critical leverage in overseeing several cross functional initiatives ensuring delivery, and effective communication across stakeholders. You will chart the course for scaling the agent enablement functions to include onboarding, training, learning, knowledge management, and more. You will need to possess a strong intellect and have a proven track record of influencing with excellent verbal and written communication skills, and working with a senior management team.

General Responsibilities:

• Drive transformational improvements in the operations and customer experience / process

• Lead and deliver the most critical operations servicing initiatives to further enable agent enablement and operational efficiency 

• Cast vision for innovation in servicing excellence and build an inventory of the highest leverage process enhancements or automations that accelerate scale of the …