Serve as a trusted advisor, confidential thought partner, and sounding board to the Chief of Staff 

Develop and iterate management practices to enable our transparency, efficiency and effectiveness of our organization

Shepherd Strategic Planning planning cycle (quarterly/annual)

Contribute to defining business priorities and goals for the organization, inclusive of the strategy for cascading information through the organization.

Help prepare agendas and coordinate materials for team-wide rituals and meetings.

Gather materials and build pre-reads for regular business reviews of key experience investments and initiatives.

Develop and execute the department communications strategy and related activities.

Work closely with the Chief of Staff to develop and manage a strategy for supporting a thriving and supportive culture, and actively participating in shaping it.

Show a high level of discretion, professional maturity, resilience, and adaptability.

Manage internal channels, ensuring consistent messaging aligns with business objectives and are optimized for maximum reach and engagement.

Support organizational changes through effective communication and engagement strategies.

Manage all aspects of our team events and gatherings, including the end to end experience.

Operate at tactical, strategic, and operational level.

Create and maintain playbooks, processes, and messaging documents that are durable and repeatable.

Handle oversight of special projects that don’t fit into traditional workstreams.

Operational Expertise: Leverage established expertise and leadership in operations to elevate the quality and maturity of the design practice at Capital One.

Leadership: Create conditions for a positive and inclusive team environment and set a vision for an inclusive, collaborative culture that makes the team feel valued and heard.

Human-Centered: Champion voices of both customers and partners, modeling the mindset that business and customer outcomes are not distinct but complementary, ultimately resulting in experiences that exceed baseline customer needs and expectations.

Business-Focused: Demonstrate expert knowledge of products, processes, our customers, competitors and industry market trends, applying relevant insights to shape how Design should engage and solve business challenges.

Problem-Solving: Structure ambiguous and unprecedented problems using a variety of qualitative and quantitative data and techniques to test hypotheses, generate insights and diagnose root causes and identify patterns

Collaboration: Connect the dots across teams, portfolios, platforms and LOBs, bringing together partners and processes in ways that drive more coherent experiences, accelerate delivery and elevate the value of design.

Communication: Present work across levels and job functions, modeling a strategic human-centered approach that integrates frameworks, data and research insights to make the complex accessible, influence senior stakeholders and achieve impactful results.

At least 5 years of experience in Strategy & Operations or Program Management

At least 5 years of experience of working on operations teams and cross functional programs

At least 3 years of experience managing or contributing to strategic plans

Strong facilitation skills; ability to drive to consensus/decisions

Strong project management and organizational skills. Meticulous attention to detail

Excellent written and verbal communication skills

Ability to maintain discretion in handling highly sensitive issues

Strong at building and maintaining relationships that inspire confidence and build trust and support at all levels of the organization

Demonstrate strong stakeholder management skills

Familiarity with program management methodologies and tools

Experience partnering across teams to shape strategy and operating models

Experience working collaboratively in global organizations with multiple stakeholders and diverse communities

Experience working directly with designers, researchers, and strategists