Customer Service & Support Jobs in McLean, VA (Now Hiring) — 310 open — Page 13

Associate - Product Operations, Flights Fulfillment

As a Product Operations Associate supporting Flights Fulfillment, you’ll help support the operational health, servicing quality, and post-booking performance of Capital One’s Flights platform across the post-booking customer journey. You’ll work closely with Senior Associates within Product Operations, Customer Service, Product, Engineering, Commercial teams, booking providers, and internal stakeholders to help ensure reliable servicing workflows, scalable automation performance, and seamless customer experiences across Capital One Travel products.

In this role, you’ll assist with day-to-day operational processes across the post-booking lifecycle, including schedule changes, cancellations, exchanges, refunds, seats, ticketing support, servicing escalations, and operational investigations. You’ll also contribute to initiatives focused on operational quality, automation improvements, servicing efficiency, and customer experience enhancements.

You’ll contribute to bug investigations, operational escalations, and servicing-related issues across booking environments while partnering with cross-functional teams to support issue resolution and continuous improvement efforts. This role is ideal for someone who is analytical, detail-oriented, technically curious, customer-focused, data-driven, has a strong bias for action, and excited to grow within a fast-paced travel technology environment.

As part of the team’s continued evolution, you’ll also gain exposure to modern automation and AI-powered operational tools used to improve monitoring, workflow efficiency, operational reporting, and issue investigation across the Flights platform.

What You’ll Do:

• Support operational health and day-to-day performance of post-booking servicing systems and workflows

• Monitor servicing queues, operational metrics, and workflow performance to help identify issues and trends

• Assist with operational escalations related to ticketing, exchanges, cancellations, refunds, schedule changes, and fulfillment support

• Support bug triage, issue tracking, and operational investigations across booking environments

• Conduct testing, validation, and ongoing Quality Assurance of new servicing features, supplier integrations, and configuration changes in staging and production environments

• Help maintain operational workflows, servicing documentation, playbooks, and escalation processes

• Support onboarding and operational readiness activities for new airline, provider, and servicing initiatives

• Assist with maintaining the Product Ops Intake Board and coordinating incoming operational requests.

• Collaborate with Customer Service, Product, Engineering, Commercial, and external providers to support issue resolution and operational improvements

• Use dashboards, reporting tools, and AI-assisted technologies to surface trends, improve workflows, and support operational decision-making

• Support operational launches, roadmap activities, and cross-functional initiatives across Capital One Travel categories

• Advocate for customer experience by identifying operational gaps and sharing actionable insights with product teams

What We’re Looking For:

• Operational Excellence. Able to manage and prioritize multiple operational workflows while maintaining strong attention to detail and delivering high-quality work in a fast-paced environment.

• Problem Solving. Approaches operational issues thoughtfully and works collaboratively to identify solutions, escalate risks, and improve processes. Comfortable navigating ambiguity and learning through hands-on experience.

• Technical Curiosity. Interested in learning modern travel technology platforms and operational systems. Comfortable working with technical teams and eager to build familiarity with APIs, servicing environments, monitoring tools, and booking systems.

• AI Fluency & Operational Innovation. Comfortable leveraging AI-powered tools and automation technologies to improve operational efficiency, support investigations, streamline workflows, and surface actionable insights. Curious about how emerging AI technologies can enhance product operations and customer experience.

• Analytical Mindset. Use data, dashboards, and operational metrics to identify trends, monitor performance, and support informed decision-making. Demonstrates curiosity around operational health, customer impact, and continuous improvement opportunities.

• Customer Focus. Understands the importance of reliable booking experiences and operational quality. Advocates for the customer experience by identifying gaps, escalating issues, and supporting resolution efforts.

• Teamwork & Collaboration. Works effectively across Customer Service, Product, Engineering, Commercial and Operations teams. Builds strong working relationships and contributes positively to team goals and cross-functional initiatives.

• Ownership Mentality. Takes initiative, follows through on commitments, and proactively supports operations improvements. Demonstrates accountability and a willingness to learn new systems and processes.

• Communication. Communicates clearly and professionally with both technical and non-technical stakeholders. Able to document findings, share updates, and support operational coordination across teams.

• Continuous Learning. Motivated to grow within product and travel operations. Open to feedback, eager to develop technical and operational expertise, and interested in learning emerging technologies and industry trends.

Why Capital One Travel:

Capital One Travel is reimagining how cardholders discover, book, and experience travel. We operate at the intersection of fintech and travel tech, building products that leverage Capital One’s unique data and rewards ecosystem to deliver outsized value to customers. Our vacation rentals vertical is a high-growth area with significant strategic importance, and this role offers the opportunity to shape its trajectory from the ground up.

We are an AI-forward team. We don’t just talk about AI—we build with it every day. If you are excited about using cutting-edge tools to move faster and build better products, you’ll find a home here.

Basic Qualifications:

• High School Diploma, GED or equivalent certification

• At least 1 year in product operations, travel operations, customer operations, or technical support

• At least 5 years experience in air travel and with air travel providers Sabre, Amadeus, Travelport, Aggregators, New Distribution Capabilities (NDC), or Airline Reporting Corporation (ARC)

Preferred Qualifications:

• 1+ years of experience with air travel, booking, ticketing, servicing, exchanges, refunds, schedule changes, and post-booking support

• 1+ years of experience with tools like Jira, Confluence, Amplitude, Datadog, AI technology, AWS, and XML or JSON protocols

• 1+ years of experience with SQL and experience analyzing data to inform decisions

• 1+ years of experience with Google Suite

• Curiosity around automation, AI-assisted operational tooling, and operational process improvement

• Strong verbal and written communication skills and cross-functional collaboration experience

• Strong judgement, organizational skills, and ability to prioritize in an ambiguous and autonomous environment

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.

Chicago, IL: $66,700 - $76,100 for Extended Op AssociateMcLean, VA: $73,300 - $83,700 for Extended Op AssociateNew York, NY: $80,000 - $91,200 for Extended Op AssociateRichmond, VA: $66,700 - $76,100 for Extended Op Associate

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 candidate’s offer letter.

This role is also eligible to earn performance based incentive compensation, which may include cash bonus(es) and/or long term incentives (LTI). Incentives could be discretionary or non discretionary depending on the plan.

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

This role is expected to accept applications for a minimum of 5 business days.No agencies please. Capital One is an equal opportunity employer (EOE, including disability/vet) committed to non-discrimination in compliance with applicable federal, state, and local laws. Capital One promotes a drug-free workplace. Capital One will consider for employment qualified applicants with a criminal history in a manner consistent with the requirements of applicable laws regarding criminal background inquiries, including, to the extent applicable, Article 23-A of the New York Correction Law; San Francisco, California Police Code Article 49, Sections 4901-4920; New York City’s Fair Chance Act; Philadelphia’s Fair Criminal Records Screening Act; and other applicable federal, state, and local laws and regulations regarding criminal background inquiries.

If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation, please contact Capital One Recruiting at 1-800-304-9102 or via email at RecruitingAccommodation@capitalone.com. All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations.

For technical support or questions about Capital One's recruiting process, please send an email to Careers@capitalone.com

Capital One does not provide, endorse nor guarantee and is not liable for third-party products, services, educational tools or other information available through this site.

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).