Senior Manager, Design Operations

RDO Design Practice Lead (Sr. Manager)

Capital One, a Fortune 500 company and one of the nation's top 10 banks, offers a broad spectrum of financial products and services to consumers, small businesses and commercial clients. Our goal is to create one of the nation's great banks, and we have the necessary ingredients: a strong balance sheet, resilient businesses, a massive customer franchise, strong analytical capabilities, and great people. We nurture a work environment where people with a variety of thoughts, ideas and backgrounds, guided by our shared Values, come together to make Capital One a great company - and a great place to work.

The Senior Manager, Design Practice Manager, RDO is a strategic leader who plays a crucial role in the success of an organization by aligning and collaborating effectively with executive-level Design, Product and Enterprise efforts. As a member of the Leadership Team, this individual will provide integral support to the RDO team and the full LT in the operating routines as well as working on a number of strategic initiatives. This leader bridges our risk, tools, research, research operations and design operations teams towards well managed, scalable outcomes.

The Senior Manager is accountable for developing and executing an operational strategy to address business challenges and opportunities in close partnership with the Chief of Staff of Research and Design Operations, the RDO Leadership team, our XD Chief of Staff Community, and our Business Operations team. They will be responsible for well managed service design and delivery across both the local RDO team and broader XD and EPX contexts.

The successful candidate will be accountable for a broad range of programs including talent acquisition, budget strategy and management, practice design and communication, portfolio management and rationalization against XD declared initiatives.

Core Responsibilities

Scope:

The Sr. Manager is responsible for partnering with the Chief of Staff, RDO to develop and execute an operational strategy for our Research and Design Operations team that can also be scaled within our larger Experience Design organization.

Service Design & Delivery

• Design services, systems, and experiences for designers to remove roadblocks and friction allowing teams to focus on creating great products that improve our customers' lives.

• Collaborate with stakeholders to uncover user and business needs - then translating complex ideas into understandable concepts that engage and enable XD.

• Partner with design managers, design operators, and chief of staff communities to enhance XD's effectiveness by scaling programs and driving operational efforts through optimization, smart processes, and program management expertise

• Lead a team of project managers to effectively drive project and program efforts

Special Projects

• Handling oversight of special projects that don't fit into traditional workstreams.

• Identifying and supervising strategic projects.

• Reporting on strategic projects to leadership and stakeholders.

Collaboration and Connection

• Collaborate with stakeholders and teams to oversee the creation and implementation of priority XD initiatives, while ensuring aligning across functions.

• Serving as a trusted advisor, confidential thought partner, and act as a sounding board to senior leadership

• Anticipating and cultivate open communication channels between senior leadership and designers

• Managing difficult situations and hard conversations; showing a high level of discretion, professional maturity, resilience, and adaptability

• Working with partners and teams across various geographies and traveling to meetings and events as needed

Program Management / Operations

• Lead initiatives to increase collaboration, improve UX quality, and simplify operations.

• Keeping a finger on the culture pulse and actively participating in shaping it; focusing on morale, attrition, and unspoken feedback

• Maintaining a well-managed design team and project oversight by:

• Overseeing and managing team structure (e.g., hiring and onboarding employees, managing contractors and vendors, balancing attrition)

• Planning and managing budgets, forecasting, and scoping new engagements

• Identifying and managing risks and mitigation plans

• Overseeing overall portfolio health and team satisfaction

Management of and on Behalf of Leadership

• Assess and prioritize RDO initiatives and partnering with initiative leads to determine proper course of action

• Tracking priority initiatives for senior leadership and proactively identifying obstacles, communicating status, and pulling in other team members as necessary

• Manage business critical relationships (such as HR, finance, TA) on behalf of leadership, and representing leadership when required

• Partnering with teams to troubleshoot, problem solve, and shape requests prior to involvement of leadership

• Counseling leadership team on organizational design and change management

• Protecting and preserving organizational and leadership integrity by surfacing potential risks and mitigation strategies

• Building and leading successful teams by mentoring, coaching, and elevating others

• Guiding team members in strategy, alignment, process improvement, and change management

• Responsible for driving decision-making, bringing order to complex situations, and ensuring that the leadership team spends time efficiently and productively

• 7 years relevant experience, including design management, project/program management of design deliverables, and/or operations management

• 4 years experience leading project delivery for large, cross functional projects

• Experience working directly with designers, researchers, and strategists

• Experience building operation systems and programs at scale

• Experience working with corporate design teams

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.

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.

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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).