Process Management Director PULSE Operations

We are seeking a high-impact Director of PULSE Operations to drive strategic direction and operational excellence across our core processes. You will be directly accountable for the performance of ourfraud operations dispute operations and analytics teams ensuringeffective risk mitigation data-driven decision-making and scalable operational performance across the PULSE network. This isnt just about oversight; its about transformation. By bridging the gap between Technology and Business strategy you will identify opportunities to streamline our workflows and mitigate risk. Youll lead a dedicated team of managers and staff fostering an environment where risk awareness and professional growth go hand-in-hand.

Responsibilities:

• Direct assigned PULSEOperationsteamsensuring business strategic initiatives are achieved byanalyzing metrics establishing prioritiesand improving operational effectiveness.

• Assign and review work of managers and teams.

• Create partnerships and meet with department heads managers supervisors vendors andothers as needed to solicit cooperation resolve problems and drive business strategic initiatives.

• Provide leadership coaching and direction to direct reports.

Fraud Operations Leadership:

• Oversee end-to-end fraud operations including monitoring detection support escalation and network-level fraud mitigation strategies.

• Drive continuous improvement in fraud response times loss reduction and alert effectiveness.

• Support development and operationalization of fraud tools rules and network controls.

• Partner with issuers processors and internal risk teams to enhance fraud capabilities and improve outcomes for network participants.

Dispute Operations Leadership:

• Lead dispute operations including intake investigation resolution and escalation processes.

• Ensure compliance with Reg E and network rules maintaining audit readiness and strong documentation practices.

• Optimize dispute lifecycle management to reduce cycle times improve accuracy and minimize financial/reputational risk.

• Partner with legal compliance and network strategy teams on evolving dispute frameworks and arbitration considerations.

Operations Analytics Leadership:

• Oversee analytics team responsible for operational reporting KPI tracking and strategic insights.

• Leverage data to identify trends root causes and opportunities for operational improvements.

• Support predictive and proactive analytics (e.g. fraud trends dispute drivers network anomalies)

Basic Qualifications:

• Bachelors Degree or military experience

• At least 8 years of Process or Operations Management experience within FinTech or Financial Services

• At least 5 years of People Management experience

• At least 2 years of experience in Strategic planning

Preferred Qualifications:

• Masters inBusiness or Business Administration (MBA)Industrial engineering Process engineering Process management Systems engineeringorManagement.

• Experience inthe payments industry with an emphasis in payment cardtransaction processingsettlement reporting disputesfraud prevention strategy or data sciences.

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 candidates offer letter.

Capital One offers a comprehensive competitive and inclusive set of health financial and other benefits that support your total well-being. Learn more at theCapital One Careers website. Eligibility varies based on full or part-time status exempt or non-exempt status and management level.

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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).