Manager, Process Management

At Capital One, we’re building a leading information-based technology company. We think big and do big things. We were the first company to develop and offer mass customization and personalization of credit card products, and we have been innovating relentlessly ever since. Today we are a high-tech company, a scientific laboratory, and a nationally recognized brand all in one. Our innovations impact tens of millions of consumers but we have the passion and heart of a small startup. We intend to disrupt the technology market with the software tools that we built to power our own successful digital transformation. 

As a Manager, Process Management supporting Capital One products in Investigator Platforms, you will be critical to the well managed processes by leading Product Operations for our Next Gen investigation ecosystem. Responsibilities will include documenting, monitoring and controlling critical processes related to the development and management of products. You will also manage user support and issue resolution for these products, by triaging user issues and working with product and technology to resolve problems. Product Operations will also be the liaison for product, managing communication and special projects with business users and the Third Line. 

This individual must be able to effectively communicate and influence partners across multiple functional areas including multiple levels of the organization. Strong analytical skills, attention to detail, and the ability to adapt to a dynamic agile environment are essential to succeeding in this role. This individual must display strong leadership skills and be able to drive and motivate others in delivering flawless execution of product initiatives. Knowledge of how to navigate regulatory requirements, as well as the development delivery of new products and processes, will be critical to maintaining a well-managed Product Operations process.
 

General Responsibilities:

• Manage the development of processes: monitor, report, and plan process improvement or redesign initiatives; define, establish, and manage process controls; identify process improvement opportunities and implement them through collaboration with other groups management; make final recommendations for approval on changes. 

• Maintain formal product development and management  process documents, and document processes and projects

• Own and execute on Access Management processes (including owning process, executing Access Certifications bi-annually, managing user access requests)

• Act as the front door to user issues by managing support channels and triaging new topics, working with product and technology partners when actual issues have been identified

• Partner with business customers on user communications and go-to-market plans

• Own and execute User Acceptance Testing efforts for product feature delivery

• Effectively partner with Product, Technology and Intent Owners to achieve desired outcomes or improvements by clarifying needs and providing appropriate solutions

• Collect data and information to provide transparency to senior leadership on the Voice of the Customer through qualitative and quantitative user research

• Act as the front door for all audit and exam requests, partnering with product and technology to provide answers back to Third Line

• Manage policies and standards 

Basic Qualifications: 

• High School Diploma, GED, or equivalent certification

• At least 4 years of experience in Process Management or Risk Management 

• At least 2 years of experience in Continual Improvement Methodology

Preferred Qualifications:

• Lean Six Sigma certification or Business Process Management certification 

• 5+ years of experience in Process Management  

• 3+ years of experience in Project Management 

• 2+ years of experience working with Product and Technology teams

• Bachelor’s Degree

At this time, Capital One will not sponsor a new applicant for employment authorization for this position.