Principal Process Manager (Cloud Operations Resilience Engineering)

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. 

The Cloud Operations Resilience Engineering (CORE) Technology division is responsible for enabling and evolving Capital One’s foundational cloud infrastructure layer, including observability, connectivity, resilience and availability.

CORE’s Organizational Strategy & Insights (COSI) team enables our division and our Tech teams to thrive by creating and delivering seamless labor management and operational processes, delightful associate experiences, thoughtful development programs, and custom insights and analytics. The COSI team is led by CORE’s chief of staff and partners closely with our executive leaders, in service of our broader team.  

As a Principal Associate Process Manager  supporting CORE, you will help manage and support CORE’s Labor Strategy processes and projects. Responsibilities will include managing associate and contractor labor processes, developing campaigns to speed throughput and increase efficiency across the process to reach staffing goals, and drive continuous improvement and automation in our processes, in partnership with our engineering teams. You may also lead or engage in critical departmental or cross-functional organizational initiatives and projects. 

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 process improvement projects. Knowledge of how to navigate regulatory requirements, as well as the development and management of process controls, will be critical to maintaining a well-managed process. This is an excellent opportu​nity to continue your career in the field of Process Management.

A qualified candidate will have: 

• Demonstrated that they can improve processes and deliver well managed and scalable solutions and intent resulting in flawless and sustainable execution

• Ability to effectively communicate and influence partners across the company and across multiple levels of the organization. 

• Excellent communication skills, attention to detail, and the ability to adapt to change quickly. 

• A solid grasp of process management concepts and Agile experience, working with Risk / Compliance Officers and Auditors.

• Strong analytical and technical skills, including experience working with data and automation tools.  

• The ability to comfortably engage in Technology and Product conversations.

General Responsibilities: 

• Support the development of processes to support privacy and security, privacy controls, and manage privacy scoping  

• Identify opportunities to streamline, automate and enhance our data management practices, processes and controls, and validations

• Develop and maintain formal process documentation, including procedures and process flow diagrams 

• Work with team members to develop robust risk management processes  

• Analyze data and influence others to proactively identify data risks and trends,

• Consultation and representation of well managed processes, customer experience, and risk management for new intent 

• 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 health of the process

• Identify and implement process improvements 

• Track and resolve process breakdowns, issues and risk events

• Creating and validating processes 

• Designing and producing metrics used to measure efficiency and effectiveness 

• Driving process improvements aligned with desired customer outcomes 

Basic Qualifications: 

• High School Diploma, GED, or equivalent certification

• At least 3 years of Process or Risk Management experience

• At least 1 year of Continual Improvement experience

Preferred Qualifications: 

• Bachelor’s Degree

• 4+ years of Process Management experience

• 1+ years of Project Management experience

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

• Process Management training and certifications (Lean, Six Sigma)

At this time, Capital One will not sponsor a new applicant for employment authorization, or offer any immigration related support for this position (i.e. H1B, F-1 OPT, F-1 STEM OPT, F-1 CPT, J-1, TN, or another type of work authorization).