As Senior Vice President of Customer Channels for US Card Customer Experience, Doug is responsible for customer contacts, in phone and online channels, for Capital One Branded Card and Partnership Card (private label and co-brand cards) portfolios. The Customer Channels organization delivers on a full spectrum of customer needs including service, fraud, disputes, collections, recoveries. In addition, the organization provides the critical horizontal support functions such as training, knowledge management and workforce management that enable such an extensive associate network. The Customer Channels operations network spans more than 20 sites and 17,0000 agents in seven countries, including internal on-shore, offshore captive, third party suppliers and work at home agents.
Specific functions include Branded Card Servicing, High Value Servicing, Small Business and Partnership Card service, credit, merchant and commercial operations, along with Specialty Operations.
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 the customer experience strategy. Prior leadership positions included roles at L. L. Bean and Accenture.