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Lead and develop the IT Service Desk team while owning global IT operations across multiple offices. Maintain hands-on technical work—automation, integrations, identity, device management, and support workflows—drive AI-enabled improvements, manage projects and budgets, ensure documentation hygiene, and serve as senior escalation for complex IT issues.

Partner with enterprise stakeholders to develop, govern, and improve policy management across Capital One. Review and edit policy documents, monitor adherence, analyze policy data for risks and improvements, deliver communications and training, lead initiatives to evolve the policy program, and collaborate with senior leaders across risk, compliance, legal, and technology.

Provide Tier 1 bilingual (English-Spanish) customer support via phone, email, chat, and ticketing. Troubleshoot standard configuration and software issues, document cases, escalate complex problems, deliver one-on-one training, coordinate with internal teams, and follow up to ensure resolution and high customer satisfaction.

Provide Tier 1 support across phone, email, chat, and ticketing systems. Troubleshoot standard issues, document interactions, escalate complex problems, coordinate with internal teams, and deliver one-on-one training. Maintain customer records using security processes and contribute to high-quality customer experiences while working flexible schedules.

Design and operate Global Real Estate governance framework, run governance forums, produce executive reporting (KPIs/KRIs/scorecards), coordinate audit/regulatory issue lifecycles, drive policy governance, partner with Risk/Compliance/Audit, and mentor junior staff.

Deploy, configure, and support Windows desktops and servers; manage on-premises Active Directory, GPOs, DNS, DHCP, CIFS/NTFS permissions; maintain WDS/MDT images; support Azure AD, Intune, and Office 365; troubleshoot hardware/software; collaborate with Infrastructure, Security, Networking, and Trading teams; document procedures and improve processes.

Manage and develop a contact center team to meet service, quality, and sales goals. Hire, onboard, train, monitor calls, coach employees, resolve member escalations, ensure regulatory and compliance training, collaborate cross-functionally, and implement individual development and performance management plans.

Partner with the Chief Brand & Experience Officer to translate strategy into operations: run leadership rhythms, manage resource planning, capacity and utilization forecasting, financial reconciliation, operational dashboards, process improvements, and cross-functional alignment to drive organizational effectiveness across Brand & Experience functions.

Manage a portfolio of complex environmental, pollution, toxic tort, and mass litigation claims. Perform coverage and liability analysis, set and manage reserves, direct litigation strategy, select and oversee defense counsel and experts, control legal budgets, negotiate settlements, and communicate trends to leadership and underwriting. Partner with brokers, reinsurers, policyholders, and internal stakeholders while supporting audit/compliance and maintaining required adjuster credentials.

Serve as the technical lead for the Service Desk, resolving complex L2 incidents, mentoring junior technicians, driving problem management and process improvements, managing the knowledge base, analyzing ticket trends and reporting, coordinating with L2/L3 teams, performing on-call rotations, and providing dedicated onsite executive IT support and vendor coordination for the Chicago office.

Manage technical handling of Auto, Property, General Liability, and Professional Liability claims across jurisdictions. Oversee investigations, coverage determinations, reserving, negotiation, settlement, and litigation management. Supervise claim representatives, maintain file reviews and diary system, coordinate with defense counsel and reinsurers, present cases to claims committees, set reserves, process invoices, and support marketing and client-facing activities.