Principal Associate, Operations

About the Role

Principal Associate in the Operations team supports cross‑functional operations across Capital One’s servicing network to deliver consistent, exceptional customer outcomes.

Responsibilities

• Execute operational requirements as an individual contributor.
• Support management of Servicing OpEx through budgetary and workforce planning.
• Provide data‑driven resource recommendations.
• Own end‑to‑end fraud queue operations, partnering with internal stakeholders and third‑party suppliers.
• Provide overflow support to the Servicing Operations team and maintain key operational metrics and business targets.
• Anticipate volume demands and scale workforce to handle fluctuations efficiently.
• Analyze call‑center performance to guide shrinkage, adherence, occupancy, and production goals.
• Align operational activities with business objectives while driving efficiency and customer service quality. ...