Senior Manager, Research Operations

Senior Manager, Research Operations | LOB

We are currently seeking a Research Operations Sr. Manager to join our team. We are passionate about keeping our design teams well managed so that they can deliver world-class products that redefine our customers' day-to-day financial activities. This role will oversee our embedded Research Operators enabling our product delivery teams across the enterprise and report into our Head of Risk and Program Governance for Experience Design.

The Experience Design team at Capital One is at the forefront of enriching our customers' digital and physical experiences. We champion a thriving environment of collaboration, authenticity, and healthy critique, in which we honor diversity of thought, create a culture of belonging, and elevate one another. If you're an innovator and storyteller who embraces an environment where you can experiment, learn, and change banking for good, we would love to hear from you.

You'll be asked to handle a variety of responsibilities, including:

Portfolio Strategy for Research Operations

• Identifying, standardizing and scaling research operations best practices, specifically with respect to research manage and overall metrics and reporting

• Designing, streamlining and automating organization-wide research operational processes to simplify and enable associates and leaders to focus on their work

• Driving momentum by creating transparency to the overall research & research operations portfolio

• Creating and overseeing organizational feedback mechanisms to understand operational process inefficiencies and pain points related to research processes

• Tracking effectiveness of operating standards and research management activities, identifying opportunities for increasing awareness, proactive support for product teams, training in research best practices & design leadership alignment of research in flight

• Building and maintaining all research operations metrics (including active and strategic research), reporting, feedback and routines:

• Reporting on the portfolio of work, organizational health and satisfaction to stakeholders, design leaders, top of house & teams

• Coordinating and facilitating operational activities and events, specifically identifying ongoing educational, awareness gaps, designer and researcher training and tool management

• Establish the required cadences, templates, routines & systems for sprint planning across both operational research and active research, proactively gathering intake of work or potential work

• Be comfortable working at all levels of zoom, from influencing portfolio strategy to task execution

Collaboration & Connection

• Establish research mechanism standardization for lines of business GSD processes, proactively identifying gaps in adoption, needs in awareness and training & continual collaboration with command centers

• Partnering with design leads, partners and teams to coordinate and prioritize resources and the portfolio of cross-organization work

• Work in lockstep with our tools, Enterprise Risk, and associated teams to drive risk mature processes and practices

• Building and maintaining strong working relationships by collaborating with design leads, product, command center and tech partners to uncover operational needs for research operations

• Developing and deploying a communications and education strategy for research operational changes, including tool usage, research insights library iterations & opportunities to increase the maturity of research awareness in partners, designers & tech teams

• Connecting with design operations, chiefs of staff, and design practice communities across Experience Design organization by learning, sharing, and teaching

Lead & Develop Teams

• Building and leading a successful team by mentoring, coaching, and elevating others

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

• Navigating conflict resolution within your team as well as within projects, teams and partner relationships

Tools & Systems

• Maintain, improve and iterate on the research operational systems strategic value to partners through education, development of new practices, feedback mechanisms and tracking usage & compliance

• Manage the licensing needs, access, seat requirements, education & budgeting required for supporting and scaling user research tools across multiple organizations

• Partner with Tools team on best practices, governance, and strategy for new tooling

• Basic Qualifications

  • Bachelor's Degree or Military experience

  • At least 5 Years of Project Management experience

  • At least 3 Years of People Management experience

• Preferred Qualifications:

  • At least 8 years of Project Management experience

  • At least 5 years of People Management experience

  • Exceptional communication and collaboration skills

  • Excellent problem solving and influencing skills

  • Master's degree or advanced Degree in Behavioral Science, economics, Cyber security, MBA or related field

  • Experience partnering with Risk, HR, Finance, Design, Product, Tech and Strategy partners

  • Experience managing multiple large portfolios of work

  • Familiarity working with design, creative or analytics 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.

If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation, please contact Capital One Recruiting at 1-800-304-9102 or via email at RecruitingAccommodation@capitalone.com. All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations.

For technical support or questions about Capital One's recruiting process, please send an email to Careers@capitalone.com

Capital One does not provide, endorse nor guarantee and is not liable for third-party products, services, educational tools or other information available through this site.

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).