Sr. Director, Head of Servicing Strategy & Operations, Capital One Travel

Discover Financial
New York
Workplace: OnsiteFull timeUSD 229,700 - 286,000 annuallyFunction: Strategy & Corporate DevelopmentEducation: bachelorsSkills: ["Strategic leadership","Operational excellence","Analytical thinking","Cross-functional communication","Learning agility"]

Lead Capital One Travel’s servicing customer support ecosystem by defining “where winning is” and architecting the future-state servicing strategy. Drive operational excellence and workforce design by analyzing cost drivers and dynamically allocating spend. Elevate customer experience through end-to-end CX friction reduction and sensitive escalation workflows. Partner with product and engineering to deliver automated digital self-serve experiences, AI/data-driven agent tooling, and cross-functional improvements to the travel roadmap.

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Discover Financial
Discover Financial
1 month ago

Sr. Director, Head of Servicing Strategy & Operations, Capital One Travel

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Last checked: 2 hours agoStatus: Live

Job Summary

Lead Capital One Travel’s servicing customer support ecosystem by defining “where winning is” and architecting the future-state servicing strategy. Drive operational excellence and workforce design by analyzing cost drivers and dynamically allocating spend. Elevate customer experience through end-to-end CX friction reduction and sensitive escalation workflows. Partner with product and engineering to deliver automated digital self-serve experiences, AI/data-driven agent tooling, and cross-functional improvements to the travel roadmap.
Location: New York
Workplace: Onsite
Employment Type: Full time
Job Function: Strategy & Corporate Development
Seniority: Sr. Director level

Key Responsibilities

  • •Architect and execute the destination servicing strategy and define what “winning looks like” in alignment with enterprise travel objectives.
  • •Maintain oversight of the servicing financial footprint, identify cost drivers, and guide efficient resource allocation.
  • •Eliminate friction across the customer support ecosystem by re-engineering frontline and back-office processes for seamless customer experiences.
  • •Champion escalation workflows for fraud, complaints, and high-risk situations, ensuring agents are empowered and enterprise-connected.
  • •Partner with product teams to deliver automated digital workflows and integrate AI/data-driven capabilities into agent tooling.

Pay and Benefits

Salary: USD 229,700 - 286,000 annually

Key Requirements

  • •Bachelor’s degree.
  • •At least 10 years of Process, Project, or Program Management experience.
  • •At least 10 years of Customer Facing Operations experience.
  • •At least 5 years of People Leadership experience.
  • •Comfort leading through organizational transformation and scaling global operations while partnering with product/engineering to translate operational needs into digital solutions.
Experience:Customer supportContact center operationsProcess managementTravelOperationsAIData-driven
Education:Bachelor's
Skills:Strategic leadershipOperational excellenceAnalytical thinkingCross-functional communicationLearning agility
Certifications:PMPLeanAgileSix Sigma
Tech Stack:AIData integrationPredictive insightsAutomation

Eligibility

Work Authorization:Authorization required. Sponsorship not provided.

Company Brief

Discover Financial
Provides consumer banking products, credit cards, personal loans, and payment services through the Discover brand. It operates a major U.S. financial network and serves individuals and merchants with lending and digital payment solutions.
Industry: Retail Banking
Company Size: Enterprise (1,001+ employees)
Revenue: USD 10M to 25M
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Riverwoods, United States
Founded: 1985
WebsiteLinkedIn