Capital One · 2 months ago
Manager, Process Management - US Card Customer Resiliency (Hybrid)
Richmond, VA
Full-time
Hybrid
Mid, Senior Level
$115K/yr - $132K/yr
5+ years expCapital One is a financial services company that is seeking a dedicated process professional to join their Customer Resiliency team. The Manager, Process Management will be responsible for creating and enhancing processes to deliver excellence to customers while driving continuous improvements and collaborating with stakeholders.
Financial Services
No H1B
Responsibilities
Develop, maintain, and streamline process documentation (including procedures and flow diagrams) and drive continuous process improvements
Understand customer needs and drive process improvements based on those needs
Lead root cause analysis and quality assurance checks to ensure accuracy in the fulfillment of products and services to our customers
Demonstrate outstanding communication and partnership skills with key stakeholders across all levels to manage, inform, and influence outcomes
Track, problem-solve, and resolve process breakdowns
Support team leadership in the development, monitoring, and reporting of process health metrics
Navigate between day-to-day work and transformative project work in a fast-paced environment
Serve as a process subject matter expert to internal and external teams
Effectively collaborate with Product and Intent partners to deliver an end-to-end value chain
Qualification
Required
Bachelor's Degree or military experience
At least 5 years of Process Management or Project Management experience
Preferred
2+ years of experience in Compliance or Risk Management
2+ years of experience in Structured Query Language (SQL) or Tableau
2+ years of experience with data management, reporting and analytics
1+ years of experience using Lean & Six Sigma tools and methodology
BPM, Lean, Agile or Six Sigma certification
Experience or familiarity with Collections or Recoveries
Benefits
Performance based incentive compensation
Comprehensive, competitive, and inclusive set of health, financial and other benefits that support your total well-being
Company
Capital One
Capital One is a financial services company that provides banking, credit card, auto loan, savings, and commercial banking services.
10001+ employees
Funding
Current Stage
Public CompanyTotal Funding
$5.45BKey Investors
Berkshire Hathaway
2025-09-11Post Ipo Debt· $2.75B
2025-01-30Post Ipo Debt· $1.75B
2023-05-15Post Ipo Equity· $954M
Leadership Team
Daniel Arellano
Senior Vice President, Business Cards and Payments
Justin Burch
Senior Vice President
Recent News
Morningstar.com
2026-01-23
legacy.thefly.com
2026-01-23
Company data provided by crunchbase