As Managing Vice President of Customer Channels for Capital One’s US Card Operations, Doug Woodard is responsible for all customer contacts across phone and online channels, for Capital One Branded Card and Partnership Card portfolios (private label and co-brand cards). The Customer Channels organization delivers on a full spectrum of customer needs including customer service, fraud, disputes, collections, recoveries, and customer fulfillment functions that include providing statements, direct mail and plastics.  In addition, his organization provides the critical horizontal support functions that enable such an extensive network including training, knowledge management, workforce management, voice of the customer programs, and complaint resolution.  The Customer Channels operations span more than 20 sites, 17,000 agents in seven countries, including internal on-shore, offshore captive, third party suppliers and work at home agents.   More than 10,000 of these agents are Capital One associates.

Growing up in upstate New York, Doug attended SUNY Albany for both his undergraduate and master’s degrees.  Currently, he resides in Raleigh, North Carolina with his wife, Noel and their college-age daughter.

 

Prior to joining Capital One, Doug held executive roles at both Staples and Citi, leading extensive customer service operations, as well as accountability for customer experience strategy.  Prior leadership positions included roles at L. L. Bean and Accenture.