You'll love the role & be successful if...

• You have a passion for leading, developing and providing delightful experiences for direct reports & external customers
• You are a promoter of diversity, inclusion, and belonging
• You naturally use data to influence process improvements & decisions
• You are a hands-on engaged leader
• You love to dream & have big ideas to enhance your team & responsibilities

General Responsibilities:

• Managing Complaints Research
  
  
  • Monitoring complaints research requests and assigning to Principal Complaints Coordinators as appropriate and ensure appropriate deadlines are met
  • Create structured meeting cadence to have deep knowledge of complaints and share out updates to leaders proactively
• Managing Other Principal Complaints Coordinator Responsibilities
  
  
  • Monitor key reports and ensure timely and quality execution
  • Monitor PCC progress on credit/collection suppression requests to ensure they are executed appropriately
  • Monitor emailed accounting requests for refunded checks and assign to PCCs to research as needed
  • Partner with Special Ops unit manager to monitor/approve special requests and solve unique customer problems

Change Management/Operational Readiness

• Ops Readiness Principal Coordinator
  
  
  • Attend weekly initiative forums to help determine ops readiness concerns/actions
  • Review ops readiness comms and policy and procedure language for accuracy and effectiveness
  • Partner with non-ops pod leads to understand new initiatives and provide feedback
  • Review/approve policies and procedure manager requests as updates are made
• Training
  
  
  • Develop effective role play scenarios for coaching, leveraging cutting edge AI tools
  • Continue enhancing/overhauling new hire training content/agenda to more effectively and efficiently onboard agents
  • Develop and maintain refresher training as needed
  • Update new hire training material as new policies or procedures are updated
• Utility/General
  
  
  • Play key role in peer Unit Managers' scheduling plans and backup as needed
  • Participate in shared responsibilities such as exception request reviews/approvals, detractor research and associate support
  • Effectively manage performance and develop associates, including ongoing PC level alignment on stack rank and opportunities

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
  • ISP download speeds on VPN must be at least 5Mbps, with 10+ Mbps preferred
  • 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.

Basic Qualifications:

• High School Diploma, GED, or equivalent certification
• At least 2 years of experience in People Management
• At least 1 year of experience in Call Center Management or Back Office Operations Management

Preferred Qualifications:

• Bachelor's Degree or military experience
• At least 5 years of experience in People Management
• At least 2 years of Auto Finance experience
• At least 1 year experience in Process Management
• At least 1 year of experience in Offshore Vendor Management

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): $74,000 - $84,400 for Unit 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 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.

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.

For technical support or questions about Capital One's recruiting process, please send an email to Careers@capitalone.com

Capital One does not provide, endorse nor guarantee and is not liable for third-party products, services, educational tools or other information available through this site.

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).