Director of Site Tech Operations Delivery

Locations: TX - Plano, United States of America, Plano, Texas

At Capital One, we're building a leading information-based technology company. Still founder-led by Chairman and Chief Executive Officer Richard Fairbank, Capital One is on a mission to help our customers succeed by bringing ingenuity, simplicity, and humanity to banking. We measure our efforts by the success our customers enjoy and the advocacy they exhibit. We are succeeding because they are succeeding.

Guided by our shared values, we thrive in an environment where collaboration and openness are valued. We believe that innovation is powered by perspective and that teamwork and respect for each other lead to superior results. We elevate each other and obsess about doing the right thing. Our associates serve with humility and a deep respect for their responsibility in helping our customers achieve their goals and realize their dreams. Together, we are on a quest to change banking for good.

Director of Site Tech Operations Delivery

Capital One is looking for a Director of Site Tech Operations Delivery to join our innovation and support practice. As the leader of Site Tech Operations Delivery, you will focus on developing a consistent program delivery approach for our Site operations and Asset Management capabilities in partnership with current leaders in these towers. As we deploy industry leading capabilities to our associates, we must continue developing and deploying the same level of innovation with our Site operations and support tower. You will be driving solutions to enable real time support capabilities while driving deployment and adoption of the latest productivity tools. It will be critical that you drive consistent measures and metrics throughout the Site, Branch and Asset operations to compel change as we grow our services. You'll be responsible for partnering with the technical engineering teams for Mac and Windows and with our infrastructure team for delivering supportable solutions in our sites. Lastly, you will drive robust monitoring across our tools to help understand what really drives work in our support space.

This role is an individual contributor role and as such, you will need to influence from a partnership position and occasionally direct from a position of organizational authority.

Responsibilities will include:

-Provide expertise and understanding of support methodology to drive seamless end to end associate experience of our Tech services

-Define process requirements to support the orderly deployment of new capabilities for our associates

-Drive an end to end understanding of the major support volumes for Capital One ensuring that we work closely with our partners to address and reduce the top drivers of support work in the company by implementing innovative solutions

-Educate partners and team on a support readiness framework where support expectations and requirements are understood and aligned early in the development process.

-Partner with leaders of engineering towers to develop capability roadmaps and educate on the importance of developing for support early on in the process

-Become a trusted adviser to Power Up Innovation and Support leadership team on reporting, data and tool needs to ensure that this team understands our daily operations and achieve solid business controls

-Develop a governance model across the operations channels to prioritize solutions and resourcing

-Contribute and review solution designs across all of the Power Up Innovation and Support teams: ensure innovation, audit compliance, security, and business requirements are met, while also keeping a keen eye on improving the associate's experience with technology and reducing our touch for ongoing support

-Partner with internal or supplier teams as needed (e.g., architecture, information security, network, identity management) to drive improved associate experience with support events

-Mentor members of the team on technical support capabilities with industry leading methodologies

-Shifting from a reactive organization to one driven by accurate, timely data with an eye towards proactive monitoring, forecasting, modelling and planning to improve the delivery of our services

-Research new technologies and software products, participating in educational opportunities and conferences, and reading professional publications

-Drive tactical team execution on emerging capabilities, inspiring teams to adopt and creating a positive vision of the destination across Power Up Innovation and Support team

-Assuring compliance with internal audit requirements and government compliance rules in the service operations space

Basic Qualifications:

-Bachelor's Degree or Military Experience

-At least 5 years of experience with end user service management

-At least 5 years of experience with incident management systems

-At least 3 years of experience with technical support processes and KPI requirements

-At least 5 years of experience leading the delivery of technical solutions or projects

Preferred Qualifications

-Master's Degree in Business, Commerce, Supply Chain Management, Systems Engineering, Management of Information Systems

-10+ years of experience leading the delivery of technical solutions or projects

-3+ years of experience in Supply Chain methodologies and practical application

-5+ years of experience with enterprise class technologies

-3+ years of experience with large scale implementations

-3+ years experience with roadmap ownership, use case creation, strategy development, KPI development, and business relationship management

-3+ years experience working in an agile environment

-Working knowledge of automating support practices - both usage in the industry, as well as system design requirements

-Understanding of downstream implications on support

-Ability to scan the technical environment for new or better technologies to drive world class support opportunities

- Understanding of program delivery of complex, cross business capabilities in a large enterprise

At this time, Capital One will not sponsor a new applicant for employment authorization for this position


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