Capital One Manager, End User Experience in Richmond, Virginia

Knolls 2 (12036), United States of America, Glen Allen, Virginia

At Capital One, we’re building a leading information-based technology company. Still founder-led by Chairman and Chief Executive Officer Richard Fairbank, Capital One is on a mission to help our customers succeed by bringing ingenuity, simplicity, and humanity to banking. We measure our efforts by the success our customers enjoy and the advocacy they exhibit. We are succeeding because they are succeeding.

Guided by our shared values, we thrive in an environment where collaboration and openness are valued. We believe that innovation is powered by perspective and that teamwork and respect for each other lead to superior results. We elevate each other and obsess about doing the right thing. Our associates serve with humility and a deep respect for their responsibility in helping our customers achieve their goals and realize their dreams. Together, we are on a quest to change banking for good.

Manager, End User Experience

Responsible for proactively managing a team of associates and contractors who provide end user hardware and software support for Capital One associates.

General Responsibilities:

Manage a team of 10+ associates providing hardware and software support

Provide continuous feedback and coaching to improve and maintain high quality customer experience, effectiveness and efficiency metrics.

Manage team and agent performance metrics to high efficiency standards

Help set priorities and influence outside teams to focus/improve the end user experience

Ensure adequate records and systems are maintained

Schedule personnel responding to critical situations

Guide team in identifying incident trends and areas for improvement

Collaborates and networks with teams across IT enterprise in order to drive long-term solutions, restore service and/or identify problems

Selects, develops and evaluates associates to ensure the efficient operation of the function

Capability to be a monthly on-call point of contact

Ability to cover off-hour/weekend shifts, if necessary

Basic Qualifications:

  • Bachelor's Degree or military experience

  • At least 3+ years of experience in process management

  • At least 5+ years IT operations experience

Preferred Qualifications:

  • Master's Degree in fields such as Computer Science, Information Systems, or Engineering

  • 5+ years’ of experience managing IT operations teams

  • ITIL Certification

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