Senior Manager, Business Analysis, Velocity Black Servicing Operations

Locations: US Remote, United States of America Senior Manager, Business Analysis, Velocity Black Servicing Operations (Remote)

Velocity Black, a Capital One company, harnesses the power of artificial intelligence, the warmth of human experts and the convenience of the latest interfaces to help high-performance people actualize the full potential of their lives. It's concierge, reimagined for the digital age. 

By harnessing 24/7 chat, AI, and mobile payments, we help our customers do more and be more in the digital age. From access to the hottest restaurants to guaranteed upgrades at the world’s finest resorts. Make a custom request through the app and you will be chatting to our team within 1 minute, 24/7/365.

What unites us are the values we share: the relentless pursuit and celebration of excellence, actualizing the full potential of our lives, and impacting the world in a positive way.

Capital One provides a fast paced, dynamic environment where you can excel in your career. At Capital One, diversity, inclusion & belonging are valued at our core, sparking and enabling us to do good for our associates, customers and communities. Guided by our shared values, we thrive in an environment where collaboration and openness are valued.  We nurture an environment that attracts and develops talent from all backgrounds and experiences, and empower our associates to do great work by creating a culture of belonging that values diverse perspectives, fosters collaboration and encourages innovative ideas – and are routinely recognized as one of the best companies to work for.

You will play a key leadership role in the strategy and execution of enabling Velocity Black’s scaled growth within these areas:

Responsibilities: 

• Lead the strategy and implementation of Velocity Black’s workforce management scaling work to include analysis, forecasting, staffing optimization, capacity utilization, and incentive alignment.

• Identify business challenges and opportunities for Velocity Black operations improvement and solve for them using analysis to make strategic or tactical recommendations

• Drive execution through establishing frameworks, developing hypotheses, testing and analysis, solution development, scoping operational feasibility, leading implementation efforts and developing a monitoring plan

• Perform modeling/analytics to assist in workforce management and forecasting optimization, cost efficiency levers, incentive alignment, complaints analysis and reporting.  

• Enhance and further develop the highest leverage and most critical business KPIs, dashboards, and reporting for executive updates, line manager oversight, and agent visibility 

• Provide ongoing operations team analysis, advance planning, and scheduling, while identifying, recommending, and implementing changes as necessary to improve the level of quality and efficiency, aligned to the business KPIs and SLAs 

• Drive a culture of innovation and continuous improvement within workforce management practices

• Deeply understand the Velocity Black business operations, verticals, business drivers and economics with a “hands on” and “in the field” approach 

• Partner with key stakeholders across Velocity Black, enterprise, and within Card and Premium Products & Experiences to ensure seamless coordination and integration 

• Develop plans to accurately forecast request volumes, analyze historical request volume; project capacity and demand, model attrition, and determine future cost and hiring needs

• Prioritize the highest leverage initiatives and projects, and align resources and be able to thrive in a fast paced, evolving team. 

The person will:

• Have a proven track record of decision making and problem solving based on analytics. Conceptual thinking skills must be complemented by a strong quantitative orientation

• Strong business judgment, leadership and integrity: He/she should be a tenacious decision maker, able to bring a healthy, aggressive, yet responsible risk-based approach to business

• Strong communication skills: Impeccable written and oral communication credentials, coupled with strategic influencing skills and the ability to drive agreement through intellect, interpersonal and negotiation skills

• Clear results orientation: display an intense focus on achieving both short and long term goals. He/she should be able to drive and execute an agenda in an uncertain and fluid environment

• Successful track record of thriving in a fast paced, entrepreneurial and dynamic environment. Previous consulting experience is a plus

• Proven ability to build strong, trusted relationships and operate in an influential manner across teams to assist in driving the business agenda

• Must possess a high “EQ” and be a collaborative team player

• Highly motivated, self-starter that can work autonomously and can independently take initiative  

• Ability to navigate ambiguous situations and bring clarity to problem solving

Basic Qualifications:

• Bachelor’s Degree or military experience

• At least 5 years of experience in strategy or analysis 

• At least 3 years of workforce management or operations servicing experience

Preferred Qualifications:

• Master’s Degree in Business or quantitative field such as Finance, Economics, Physical Sciences, Math, Statistics, Engineering

• 1+ years of experience in the dining or hospitality industry

• 2+ years of experience in the luxury hospitality industry 

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

The minimum and maximum full-time annual salaries for this role are listed below, by location. Please note that this salary information is solely for candidates hired to perform work within one of these locations, and refers to the amount Capital One is willing to pay at the time of this posting. Salaries for part-time roles will be prorated based upon the agreed upon number of hours to be regularly worked.

Remote (Regardless of Location): $168,700 - $192,600 for Sr. Business Manager

Candidates hired to work in other locations will be subject to the pay range associated with that location, and the actual annualized salary amount offered to any candidate at the time of hire will be reflected solely in the candidate’s offer letter.

This role is also eligible to earn performance based incentive compensation, which may include cash bonus(es) and/or long term incentives (LTI). Incentives could be discretionary or non discretionary depending on the plan.

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).