Work From Home, Senior Associate-Unit Manager
Las Vegas, Clark County, Nevada, 89105, USA
Listed on 2026-03-02
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Management
Operations Manager, General Management
Work From Home, Senior Associate-Unit Manager
Are you looking for a challenging role that includes the convenience of working virtually at home? Then a Capital One Customer Operations role may be the role for you! To be eligible for this role, candidates must live within a 100 miles radius of one of the following zip codes (excluding CA) and report in person, when required, with at least 24 hours notice.
- 23060 (Richmond, VA)
- 23320 (Chesapeake, VA)
- 33634 (Tampa, FL)
- 89144 (Las Vegas, NV)
- 75024 (Plano, TX)
- 19801 (Wilmington, DE)
- 68521 (Lincoln, NE)
- 56301 (St. Cloud, MN)
As a Unit Manager at Capital One, you will lead a dynamic team of front line associates who are the face of Capital One for our customers. Creating excitement and maintaining high levels of morale through change are essential for leaders within Capital One. Unit Managers manage, develop and motivate an internal team of 15 - 25 associates and strive to exceed standards of customer service and experience.
The Customer Advocacy Office (CAO) is accountable for the full life-cycle of Tier 3 escalated customer complaints across Capital One’s US Card Division. The Complaints Team Lead (CTL) is more than a Unit Manager. As a CTL, you will be responsible for owning and managing the case inventory for your team of exempt-level Customer Advocates. You will also develop and motivate your team and strive to exceed standards of customer service and experience.
A successful candidate is a dynamic, analytical leader who is passionate about delivering a top-notch customer experience while cultivating a high-performing group. CAO fosters an environment of continuous improvement and endless opportunities. Creating energy and maintaining high levels of morale through change are essential for leaders in CAO. If you are also a strong integrative thinker, creative problem solver and possess exceptional judgment and strong interpersonal and relationship-building skills, then this is the job for you!
General Responsibilities:- Manages team case inventory and reporting. Leverages data daily to identify case age and location in process. Proactively manages timelines of all inventory and is responsible for overall team’s turnaround time on complaint closures.
- Addresses and removes roadblocks for the team to expedite case closure and manages extensions. Acts as POC for leadership on pending cases.
- Coaches and develops direct reports. Monitors performance including quality and regulatory adherence. Assists with professional development. Conducts weekly check-ins and holds team meetings. Partners with other Complaints Team Leads to identify performance trends.
- Has general understanding of applicable laws and regulations and can identify when a case needs to be escalated due to potential compliance and/or legal exposure.
- Leads daily stand ups with the team to discuss pressing case related issues and changes impacting work.
- Provides feedback to internal departments and lines of business regarding identified trends, when applicable.
- Drives business improvements from identification to implementation in a reasonable timeframe.
- High School Diploma, GED, or equivalent certification
- At least 3 years of escalations experience
- At least 1 year of coaching, mentoring, or people leadership experience
- At least 2 years of experience using Google Suite or Microsoft Office
- Bachelor’s Degree or military experience
- At least 3 years of operations management experience
- At least 3 years of using operational data to drive decisions
- At least 3 years of legal or compliance experience
- At least 3 years of experience presenting written and verbal communications to senior leadership teams
- Secure home office environment that is free from background noise and distractions
- Reliable private internet connection that is not supplied via cellular data or hotspot is required
- A private network that is password protected where you have ownership or line of site sight to every device on the network
- Internet service must be provided by Cable or Fiber Internet Service Providers (ISP)
- Hotspots and satellite services are prohibited and do not meet…
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