Experience Inc. Jobs

Center 3 (19075), United States of America, McLean, Virginia

Principal Associate, Customer Support Lead

We are seeking a dynamic and results-oriented End User Support Lead to join our team. In this role, you will play a pivotal part in ensuring the exceptional performance of our End User Support team while fostering a positive and inclusive work environment. You will be responsible for overseeing adherence to Service Level Agreements (SLAs), driving process efficiencies, effectively managing risk, and leveraging data-driven insights to enhance team performance and influence business outcomes.

This is a fantastic opportunity to lead a talented team and make a meaningful impact on our end-user support operations. If you are a passionate leader with a proven track record in driving service excellence, we encourage you to apply.

Key Responsibilities

• SLA Management: Monitor and ensure consistent adherence to team-level SLAs, identifying and addressing any deviations promptly.

• Process Optimization: Continuously analyze and improve existing processes to enhance efficiency, productivity, and overall service delivery.

• Data-Driven Improvement: Utilize data analytics and reporting to identify trends, areas for improvement, and opportunities to positively influence partner behavior and performance.

• Performance Management: Set clear performance expectations, provide regular feedback, and conduct performance reviews for team members.

• People Leadership: Offer guidance, mentorship, and coaching to team members, fostering their professional development and growth.

• Team Building: Foster a collaborative, inclusive, and positive team culture that values diversity and encourages open communication.

• Partner Collaboration: Establish and maintain strong relationships with partners, promoting effective communication and collaboration.

• Issue Resolution: Oversee the timely and effective resolution of escalated end-user support issues with a focus on customer experience and risk mitigation.

• Knowledge Management: Ensure the maintenance and continuous improvement of knowledge base resources for the team.

• Communication: Effectively communicate updates, changes, and performance metrics to team members, stakeholders, and leadership.

Basic Qualifications:

• At least 2 years of process or project management experience

• At least 2 years of experience in a Human Resource role

• At least 2 year of experience in Microsoft Office or Google Suite (Gmail, Google Sheets, Google Docs)

Preferred Qualifications:

• Bachelor's Degree, or military experience

• At least 2 years of people leadership experience

• 2+ years of Workday Recruiting experience

• 2+ year of Recruiting experience

• 2+ years of staff training

• Excellent written and verbal communications experience

• Professional Human Resources Certification

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

Capital One offers a comprehensive, competitive, and inclusive set of health, financial and other benefits that support your total well-being. Learn more at the Capital One Careers website (https://www.capitalonecareers.com/benefits) . Eligibility varies based on full or part-time status, exempt or non-exempt status, and management level.

This role is expected to accept applications for a minimum of 5 business days.

No agencies please. Capital One is an equal opportunity employer committed to diversity and inclusion in the workplace. All qualified applicants will receive consideration for employment without regard to sex (including pregnancy, childbirth or related medical conditions), race, color, age, national origin, religion, disability, genetic information, marital status, sexual orientation, gender identity, gender reassignment, citizenship, immigration status, protected veteran status, or any other basis prohibited under applicable federal, state or local law. Capital One promotes a drug-free workplace. Capital One will consider for employment qualified applicants with a criminal history in a manner consistent with the requirements of applicable laws regarding criminal background inquiries, including, to the extent applicable, Article 23-A of the New York Correction Law; San Francisco, California Police Code Article 49, Sections 4901-4920; New York City’s Fair Chance Act; Philadelphia’s Fair Criminal Records Screening Act; and other applicable federal, state, and local laws and regulations regarding criminal background inquiries.

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).