Sr. Director, Head of Servicing Strategy & Operations, Capital One Travel
Core
Define and execute the future state of Capital One Travel's customer support ecosystem, balancing tech-forward automation with premium service to drive operational efficiency and customer ROI.
Role type
Sr. Director, Head of Servicing Strategy & Operations
Builds
Global servicing organization, automated digital workflows, and intelligent agent tooling for Capital One Travel
Domain
Travel industry, Customer Operations, Digital Transformation
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure
Required skills
Strategic planning, operational cost management, process re-engineering, cross-functional leadership, data analytics, organizational transformation
Preferred skills
MBA, PMP, Lean, Agile, Six Sigma, Learning & Development, Travel Servicing
Technologies
AI, predictive insights, automated tasks, digital workflows
Responsibilities
Architect destination servicing strategy, oversee servicing financial footprint and resource allocation, eliminate friction in customer support processes, partner with product teams on digital solutions, lead and mentor a distributed organization
Seniority
Senior, hands-on IC
