Center 1 (19052), United States of America, McLean, Virginia

Senior Manager, Research Operations (Design)

Senior Manager, Research Operations | LOB

We are currently seeking a Research Operations Sr. Manager to join our team. We are passionate about keeping our design teams well managed so that they can deliver world-class products that redefine our customers' day-to-day financial activities. This role will oversee our embedded Research Operators enabling our product delivery teams across the enterprise and report into our Head of Risk and Program Governance for Experience Design.

The Experience Design team at Capital One is at the forefront of enriching our customers' digital and physical experiences. We champion a thriving environment of collaboration, authenticity, and healthy critique, in which we honor diversity of thought, create a culture of belonging, and elevate one another. If you're an innovator and storyteller who embraces an environment where you can experiment, learn, and change banking for good, we would love to hear from you.

• Identifying, standardizing and scaling research operations best practices, specifically with respect to research manage and overall metrics and reporting
• Designing, streamlining and automating organization-wide research operational processes to simplify and enable associates and leaders to focus on their work
• Driving momentum by creating transparency to the overall research & research operations portfolio
• Creating and overseeing organizational feedback mechanisms to understand operational process inefficiencies and pain points related to research processes
• Tracking effectiveness of operating standards and research management activities, identifying opportunities for increasing awareness, proactive support for product teams, training in research best practices & design leadership alignment of research in flight
• Building and maintaining all research operations metrics (including active and strategic research), reporting, feedback and routines:
• Reporting on the portfolio of work, organizational health and satisfaction to stakeholders, design leaders, top of house & teams
• Coordinating and facilitating operational activities and events, specifically identifying ongoing educational, awareness gaps, designer and researcher training and tool management
• Establish the required cadences, templates, routines & systems for sprint planning across both operational research and active research, proactively gathering intake of work or potential work
• Be comfortable working at all levels of zoom, from influencing portfolio strategy to task execution

• Establish research mechanism standardization for lines of business GSD processes, proactively identifying gaps in adoption, needs in awareness and training & continual collaboration with command centers
• Partnering with design leads, partners and teams to coordinate and prioritize resources and the portfolio of cross-organization work
• Work in lockstep with our tools, Enterprise Risk, and associated teams to drive risk mature processes and practices
• Building and maintaining strong working relationships by collaborating with design leads, product, command center and tech partners to uncover operational needs for research operations
• Developing and deploying a communications and education strategy for research operational changes, including tool usage, research insights library iterations & opportunities to increase the maturity of research awareness in partners, designers & tech teams
• Connecting with design operations, chiefs of staff, and design practice communities across Experience Design organization by learning, sharing, and teaching

• Building and leading a successful team by mentoring, coaching, and elevating others
• Guiding team members in strategy, research, design, alignment, analysis, process improvement, and change management
• Navigating conflict resolution within your team as well as within projects, teams and partner relationships

• Maintain, improve and iterate on the research operational systems strategic value to partners through education, development of new practices, feedback mechanisms and tracking usage & compliance
• Manage the licensing needs, access, seat requirements, education & budgeting required for supporting and scaling user research tools across multiple organizations
• Partner with Tools team on best practices, governance, and strategy for new tooling

• Basic Qualifications
  
  
  • Bachelor's Degree or Military experience
  • At least 5 Years of Project Management experience
  • At least 3 Years of People Management experience
• Preferred Qualifications:
  
  
  • At least 8 years of Project Management experience
  • At least 5 years of People Management experience
  • Exceptional communication and collaboration skills
  • Excellent problem solving and influencing skills
  • Master's degree or advanced Degree in Behavioral Science, economics, Cyber security, MBA or related field
  • Experience partnering with Risk, HR, Finance, Design, Product, Tech and Strategy partners
  • Experience managing multiple large portfolios of work
  • Familiarity working with design, creative or analytics teams