Work From Home - Global Operations Coach, Senior Associate

As a Senior Associate Coach within Global Operations, you won't just manage a team—you will lead the frontline of our mission. You will guide a dynamic team of suppliers and associates who serve as the voice of Capital One during our customers' "moments that matter."

In this era of technological evolution, you will empower your team to leverage Generative AI tools effectively, ensuring that while technology drives efficiency, human empathy and critical judgment are still key parts of the process.

Key Responsibilities

People Leadership & Development

• Coach & Cultivate: Provide continuous, real-time feedback to drive high-quality customer experiences and career growth.
• Performance Management: Own the full lifecycle of your team's performance, from monthly scorecards and annual appraisals to daily morale and engagement.
• Change Advocacy: Lead your team through process shifts and technological adoptions with a focus on resilience and excitement.

Operational Excellence & Risk Management

• Drive Results: Be accountable for team-level business goals, including inventory throughput, loss rates, and efficiency metrics.
• Strategic Compliance: Ensure all claim documentation and resolutions adhere strictly to regulatory commitments and internal policies.
• Continuous Improvement: Manage "lean" operations by identifying bottlenecks and contributing to innovative solutions for the broader business unit.

AI-Augmented Decision Making

• AI Oversight: Monitor and audit AI-generated recommendations to ensure they align with the nuances of complex, "edge-case" customer situations.
• Data Literacy: Interpret AI-driven outputs and multi-source data summaries to make rapid, informed decisions.
• Critical Thinking: Train associates to distinguish between AI-generated suggestions and non-negotiable process/policy requirements.

What You'll Need to Succeed

• Adaptive Leadership: Experience managing suppliers/contractors with a proven track record of maintaining high morale and performance.
• Tech-Forward Mindset: Comfort with Generative AI tools and the ability to teach others how to use them as a "co-pilot" rather than a crutch.
• Analytical Sharpness: The ability to recognize patterns and anomalies that automated systems might overlook.
• Exceptional Communication: Mastery of concise documentation and the ability to translate complex data into actionable feedback.

Qualifications

Basic Qualifications

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

Preferred Qualifications

• Bachelor's Degree or Military Experience
• 5+ years experience in People Management
• 2+ years experience in Process Management
• 3+ years experience in bank fraud, disputes, or Regulation E

Work from Home Technology Requirements

• Secure home office environment free from background noise and distractions.
• Reliable private internet connection (Cable or Fiber; no hotspots/satellite).
• Minimum 100 Mbps download / 10 Mbps upload speed.
• Private, password-protected network.

Location Requirements

This role is 100% remote. Applicants must reside in the U.S. (excluding California, Hawaii, and U.S. territories). We are unable to provide sponsorship for employment authorization.

Compensation and Benefits

• Salary Range: $80,800 - $92,200 (Remote/Richmond, VA).
• Eligible for performance-based incentive compensation.
• Comprehensive health, financial, and wellness benefits.

Capital One is an equal opportunity employer committed to diversity and inclusion.