We are seeking an experienced and data-driven Project Manager to own and evolve our Problem Management process. This is a critical, high-visibility role responsible for transforming raw case and incident data into actionable strategic insights for leadership. You will be the central point of contact for analyzing recurring issues, identifying systemic trends, and driving cross-functional initiatives with Product and Engineering to address root causes.
Your work will directly contribute to reducing reactive support volume, improving product stability, and enhancing the overall customer experience. If you are passionate about using data to tell a story, skilled at influencing senior leaders, and relentless in your pursuit of operational excellence, this role is for you.
Key Responsibilities
Data Analysis & Insight Generation:
Analyze data from closed incidents, Root Cause Analyses (RCAs), and recurring support cases to identify systemic problems and trends.
Perform weekly deep dives into case data from Salesforce and incident data from JIRA/ServiceNow to extract patterns related to specific product features, customer segments, or operational gaps.
Develop compelling "reporting stories" that clearly articulate the "what, why, and so what" of our biggest customer pain points for a leadership audience.
Reporting & Dashboard Management:
Own the creation and maintenance of dynamic dashboards in Salesforce and Tableau that track key problem management KPIs.
Ensure data from fragmented systems (Salesforce, Jira, Slack) is consolidated to provide a clear, unified view of the customer issue lifecycle.
Streamline reporting processes to ensure insights are easily accessible and can be quickly integrated into slide-based presentations for executive meetings and business reviews.
Cross-Functional Collaboration & Influence:
Establish and lead a tight feedback loop between the Support organization and Product/Engineering leadership.
Collaborate closely with Engineering and Product managers to prioritize bug fixes and feature enhancements that address the root causes of recurring support issues, aiming to reduce technical debt and toil.
Present findings and strategic recommendations to executive stakeholders to secure buy-in and drive long-term solutions.
Process Ownership & Improvement:
Serve as the primary owner for the L3 Problem Management and Root Cause Analysis (RCA) processes (5.4) within the "Service the Customer" (5.0) lifecycle.
Continuously refine and improve the problem management framework, ensuring that RCAs are conducted effectively and that preventative actions are tracked to completion.
Partner with Process Excellence teams to ensure the problem management process is well-documented, standardized, and integrated with broader company workflows.
Basic Qualifications:
Bachelor’s Degree or Military experience
At least 5 years of experience in project management, program management, or a senior technical support role within a B2B SaaS environment.
Proven experience in data analysis and reporting, with a strong ability to translate complex data into clear, actionable insights for an executive audience.
Expertise with data visualization tools (Tableau strongly preferred) and CRM platforms (Salesforce strongly preferred).
Exceptional communication and presentation skills, with a demonstrated ability to influence and align senior leadership and cross-functional teams.
A deep understanding of the incident and problem management lifecycle in an enterprise software context.
Preferred Qualifications:
8+ years of Project Management experience
Experience working directly with cloud technologies (e.g., AWS, Databricks, Snowflake) and an understanding of data infrastructure challenges.
Formal project management certification (e.g., PMP, PRINCE2) or ITIL certification (Service Operations/Problem Management).
Experience in a role that required building new processes and reporting frameworks from the ground up.
Familiarity with Salesforce, Jira, Confluence, and ServiceNow.
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.
Remote (Regardless of Location): $132,800 - $151,600 for Manager, Project Management
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
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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).
Who We Are
At Capital One, we’re building a leading information-based technology company. Still founder-led by Chairman and Chief Executive Officer Richard Fairbank, Capital One is on a mission to help our customers succeed by bringing ingenuity, simplicity, and humanity to banking. We measure our efforts by the success our customers enjoy and the advocacy they exhibit. We are succeeding because they are succeeding.
Guided by our shared values, we thrive in an environment where collaboration and openness are valued. We believe that innovation is powered by perspective and that teamwork and respect for each other lead to superior results. We elevate each other and obsess about doing the right thing. Our associates serve with humility and a deep respect for their responsibility in helping our customers achieve their goals and realize their dreams. Together, we are on a quest to change banking for good.