Capital One · 4 months ago
Work From Home, Principal Process Manager, Complaints Operations Strategy
United States
Full-time
Remote
Senior Level, Lead/Staff
$93K/yr - $107K/yr
3+ years expCapital One is committed to delivering world-class experiences for its customers, especially during complaints. The role of Principal Process Manager focuses on driving transformation within the Complaints Operations Strategy team by analyzing processes, uncovering inefficiencies, and implementing impactful solutions through collaboration and data-driven decision-making.
BankingCredit CardsFinanceFinancial Services
No H1B
Responsibilities
Lead deep-dive analyses into existing processes to identify inefficiencies, gaps and improvement opportunities
Leverage data and metrics to support findings and guide strategic decisions
Develop and present compelling business cases that clearly articulate the 'why' behind proposed changes
Partner with cross-functional teams and senior leaders to gain alignment and drive execution
Apply Lean, Six Sigma and continuous improvement methodologies to redesign processes for enhanced efficiency and customer experience
Build strong relationships across the organization to foster collaboration and influence
Serve as a thought leader and trusted advisor in complaints operations, helping shape long-term strategy
Solve complex problems with creativity, structured thinking and a customer-first mindset
Qualification
Required
High School Diploma, GED or equivalent certification
At least 2 years of experience in Process Management, Project Management or Risk Management
At least 1 year of experience in customer complaints or customer experience
At least 1 year of experience in regulated environments such as financial services or governmental agencies
Proven experience in process improvement, strategy or operations within a complex, matrixed organization
Strong analytical skills with the ability to translate data into insights and action
Exceptional communication and storytelling skills; capable of influencing at all levels of the organization
Self-starter with the ability to work independently and manage multiple priorities
Strong leadership presence and ability to navigate ambiguity
Preferred
Bachelor's Degree in Business, Operations Management, Engineering or a related field
At least 3 years of experience in Process Management, Project Management or Risk Management
At least 2 years of experience working with operational escalations
At least 1 year of experience delivering large scale initiatives
Lean, Six Sigma or other continuous improvement certification
At least 1 year of experience with JIRA, Quicksight or Tableau
Benefits
Capital One offers a 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
Lo Li
CTO, Managing Vice President Retail Bank
Daniel Arellano
Senior Vice President, Business Cards and Payments
Recent News
2026-01-09
Bizjournals.com Feed (2025-11-12 15:43:17)
2026-01-09
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