Senior Manager, Customer Fulfillment Operations

North York (93006), Canada, North York,Toronto, Ontario,

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.

Senior Manager, Customer Fulfillment Operations

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.

Senior Manager, Customer Fulfillment Operations

As the Customer Fulfillment Operations Senior Manager, you will lead the transformation of our correspondence (statements, letters and incoming mail) processes/capabilities to help us deliver best-in-class customer experiences. The candidate we are looking for should be a self-starter with superior problem-solving skills, strong business judgment and effective written and oral communication skills.

General Responsibilities:

  • Develop and lead implementation strategies that will drive efficiency, quality, customer experience and cost improvements. Lead a cross functional team of process managers, product owners, analysts and third party vendors to design and flawlessly execute on strategies
  • Partnering cross-functionally with stakeholders within and beyond operations (e.g., technology, risk, marketing etc.) to provide strategic and tactical thought partnership to effectively drive key results
  • Creating and driving the roadmap to get to destination state, through both major process redesign and continuous improvement efforts, closing the gap between current and future states
  • Foster a continuous improvement-focused culture and ensuring supporting team are well equipped to drive the day to day operation of their processes
  • Building relationships and collaborating with key stakeholders to ensure delivery of commitments


Basic Qualifications:
  • Bachelor's degree
  • At least 5 years experience in process management or operations
  • At least 5 years experience in People Leadership


Preferred Qualifications:
  • Financial services industry experience
  • Formal training and/or certification in Six Sigma or Lean
  • Formal training and/or certification in Agile or Design Thinking
  • Product management and/or experience working with technology build initiatives


Capital One Canada is an equal opportunity employer committed to fostering a diverse and inclusive work environment. We consider all qualified applicants and will meet the needs of those requiring reasonable accommodations.

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).


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