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

Responsibilities

• Architect and execute the destination servicing strategy for Capital One Travel to align with broader enterprise objectives.
• Drive operational excellence by managing the servicing financial footprint and optimizing resource allocation between automation and premium service.
• Raise the bar on Customer Experience (CX) by re-engineering frontline and back-office processes to eliminate friction.
• Champion technology integration by partnering with Product teams to implement AI, predictive insights, and automated digital workflows.
• Serve as a cross-functional leader, bridging the gap between customer servicing and the broader travel product roadmap.
• Lead, mentor, and inspire a large, distributed organization to foster an inclusive and collaborative culture.

Requirements

• Bachelor’s Degree.
• 10+ years of experience in Process, Project, or Program Management.
• 10+ years of experience in Customer Facing Operations.
• 5+ years of experience in People Leadership.

Preferred Qualifications

• Master of Business Administration (MBA).
• 11+ years of experience in Process, Project, or Program Management.
• 11+ years of experience in Customer Facing Operations.
• 7+ years of experience in People Management.
• 5+ years of experience in Travel Servicing.
• PMP, Lean, Agile, or Six Sigma certification.

About the Company

Capital One Travel is a key part of Capital One, dedicated to building a seamless and premium travel experience. We combine cutting-edge technology with high-touch service to redefine how customers explore the world.