Business Manager, Bank Voice Strategy

Overview

Business Manager, Bank Voice Strategy

As a member of the Bank Voice Strategy team, you will drive strategic decision-making that directly influences how customers experience Capital One. Our team powers Call Center Operations for Capital One’s Retail Bank, which supports over 12M customer calls each year. We are a high-impact, high-visibility team and serve as internal consultants for VP+-level Bank leadership. Our mission is to ensure Capital One delivers high-quality, seamless customer experiences while maintaining operational excellence as we continue to grow and integrate Discover.

Defining our call center strategy requires a combination of sophisticated quantitative analysis and strategic business intuition. You will have the opportunity to do collaborative brainstorming, creative problem-solving, and nuanced storytelling for executive audiences. In this role, you will serve as the connective tissue between advanced analytics and execution, meaning you’ll manage and own relationships with a wide array of stakeholders across business analytics, operations, product, finance, and data science.

In this role, you will be responsible for:

• Technology Investment Evaluation: Assess the impact of technology investments (such as IVR enhancements, Gen/Agentic AI, and other digital tools) on customer experience and operational efficiency, and make recommendations on how we prioritize investment.

• Operational Footprint Strategy: Identify the optimal geographic distribution for Bank Voice agents to drive improvements in service quality and operational efficiency. Use business intuition to understand tradeoffs, and make strategic recommendations.

• Strategic Analysis and Modeling: Lead the development of sophisticated models to determine impact of strategic initiatives on call volume, Opex, and customer experience (e.g., NPS).

• Discover Integration: Play a key role in the Discover merger by identifying how the integration is impacting our operations, and how we respond. Support additional ad hoc analysis related to the integration.

• Storytelling: Investigate data trends to understand the underlying business story, and communicate these insights to inform executive decision-making.

• Process Improvement: Identify opportunities to increase automation, leverage technology enhancements/AI, and improve data tools within and beyond the Bank Voice team.

General Responsibilities:

• Strategic Leadership: Develop business strategies that drive competitive success for Capital One. Display an intense focus on achieving both short- and long-term goals.

• Problem Solving: Bring an innovative approach, manage ambiguity, and drive an agenda in fluid environment

• Analytics: Leverage data and robust quantitative analysis to support recommendations. You will use SQL and other quantitative modeling tools daily.

• Ownership: Own strategic initiatives from ideation to testing (where applicable) to implementation, and see how your projects drive lasting impact in the business.

• Executive Communication and Storytelling: Translate complex quantitative analysis into actionable insights for leadership and build consensus on recommendations.

• People Leadership: Mentor and coach junior associates with a goal of developing and retaining talent at Capital One.

• Cross-Functional Stakeholder Engagement: Build and leverage stakeholder relationships across Capital One, and become a trusted thought partner for executive leadership.

Basic Qualifications:

• Bachelor’s Degree in any quantitative field (Business, Math, Economics, Finance, Statistics, Science, Engineering)

• At least 2 years of experience in analysis

Preferred Qualifications:

• Master’s Degree in Business or quantitative field such as Finance, Economics, Physical Sciences, Math, Statistics, Engineering

• 5+ years of experience in analysis

• 2+ years of experience in financial services

• 1+ year of experience in consulting

• 2+ years of experience in people management

Capital One will consider sponsoring a new qualified 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.

McLean, VA: $164,800 - $188,100 for Business Manager

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 [email protected] . 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).