Customer Escalations Unit Manager (Hybrid)

Plano 6 (31066), United States of America, Plano, Texas

Customer Escalations Unit Manager (Hybrid)

As a Customer Escalations Unit Manager at Capital One, you will lead a dynamic team of Principal & Sr Coordinators within the newly launched Navigator Platform.

Your team will be responsible for making a special connection with customers, along with providing subject matter expertise to the rest of the department.

We expect this manager to promote engagement & inclusivity. Maintaining high levels of morale through change is both exciting & essential for leaders as our digital product offerings continue to expand.

Unit Managers manage, develop and motivate an internal team of associates and strive to exceed standards of customer service and experience.

You'll love the role & be successful if...

• You have a passion for leading, developing and providing delightful experiences for direct reports & external customers
• You are a promoter of diversity, inclusion, and belonging
• You naturally use data to influence process improvements & decisions
• You are a hands-on engaged leader
• You love to dream & have big ideas to enhance your team & responsibilities

General Responsibilities :

• Accountable for achieving business goals for a team of associates
• Manage business level metrics to high efficiency standards
• Review reporting on team and individual levels to measure and impact performance
• Share in the accountability for a business level function team (Logistics, quality, innovation, morale)
• Autonomously execute deliverables, on time, with appropriate escalations
• Communicate and collaborate with various levels of leadership
• Provide real-time, actionable feedback to improve and maintain high quality customer experience
• Motivate and develop associates to help them achieve their career aspirations
• Able to comfortably, but effectively manage underperforming associates

This position does require onsite attendance

Location : This role is hybrid, where you will be expected to be in the office in Plano, TX for certain aspects of the role.

Basic Qualifications :

• High School Diploma, GED, or equivalent certification
• At least 2 years of experience in People Management
• At least 1 year of experience in Call Center Operations Management

Preferred Qualifications :

• Bachelor's Degree or military experience
• At least 5 years of experience in People Management
• At least 2 years of Auto Finance experience
• At least 1 year experience in Process Management
• At least 1 year of experience in Offshore Vendor Management

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

Capital One offers a comprehensive, competitive, and inclusive set of health, financial and other benefits that support your total well-being.

Learn more at the Capital One Careers website . Eligibility varies based on full or part-time status, exempt or non-exempt status, and management level.

This role is expected to accept applications for a minimum of 5 business days.

No agencies please. Capital One is an equal opportunity employer committed to diversity and inclusion in the workplace. All qualified applicants will receive consideration for employment without regard to sex (including pregnancy, childbirth or related medical conditions), race, color, age, national origin, religion, disability, genetic information, marital status, sexual orientation, gender identity, gender reassignment, citizenship, immigration status, protected veteran status, or any other basis prohibited under applicable federal, state or local law.

• Capital One promotes a drug-free workplace. Capital One will consider for employment qualified applicants with a criminal history in a manner consistent with the requirements of applicable laws regarding criminal background inquiries, including, to the extent applicable, Article 23-A of the New York Correction Law;
• San Francisco, California Police Code Article 49, Sections 4901-4920; New York City's Fair Chance Act; Philadelphia's Fair Criminal Records Screening Act;

and other applicable federal, state, and local laws and regulations regarding criminal background inquiries.

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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).