Principal Associate, Process Manager - Client Engagement & Issue Resolution

Capital One · Houston, TX · 2 wk ago

Business Development$99k–$113k/yrFull-time

Overview

As a Process Manager (Principal Associate) at Capital One, you will be part of a smart, talented team responsible for creating and enhancing processes that deliver excellence to your customer each time. You will play a key role in delivering processes that directly impact the company’s bottom line, serving as the critical link between customer feedback, payment experiences, and product enhancement.

Key Responsibilities

Complaint Identification & AI Automation: Sift through customer emails and ServiceNow tickets to proactively flag potential complaints and systemic issues within the payments ecosystem. Devise, build, or utilize AI automation flows to streamline this intake and deep root cause analysis process.
Remediation & Project Management: Perform hands-on remediation work and drive comprehensive forward-moving plans. This includes rigorous project management of remediation activities, active stakeholder management, adhering to strict timelines, identifying and removing blockers, and ensuring the overall success of the project. Engage in active discussions with cross-functional stakeholders to negotiate the best possible outcomes for the business and the customer.
Strategic Prioritization: Log identified anomalies into our Governance, Risk, and Compliance (GRC) application or translate systemic problems into quantified business cases (calculating $ value and business impact) for product improvement prioritization.
Data-Driven Insights & Incremental Improvements: Access and analyze complaint data to glean actionable insights. Use these findings to drive process enhancements and make continuous, incremental improvements to the customer payment experience.
Intake Tool Optimization: Audit and evaluate our current client engagement and intake tools. Design and implement improvements to how engagements and complaints are logged to ensure data accuracy, transparency, and operational efficiency.
Process Oversight & Documentation: Lead and own the oversight of process improvement work. Develop and maintain formal process documentation, including procedures and process flow diagrams.
Leadership: Act as a subject matter expert, effectively partnering with project customers to clarify needs and provide appropriate solutions.

Basic Qualifications

A High School Diploma, GED, or equivalent certification
At least 3 years of experience in Project Management, Process Management, or Process Engineering, including experience in data analysis
At least 3 years of experience in complaint resolution, issue remediation, or operational risk mitigation
At least 2 years of experience with the payments ecosystem and customer payment experience

Preferred Qualifications

Bachelor's degree in Business, Operations, or a related field, or equivalent military experience
Certification in Lean, Agile, Six Sigma, Business Process Management, or Project Management
Experience utilizing ServiceNow, GRC applications, or similar enterprise workflow/risk tools, and constructing quantified business business cases (including ROl/financial impact) or performing root-cause analysis
Experience building or utilizing Al automation tools, such as Google Gemini, for workflow optimization or data analysis

Location

Primary Address: McLean, Virginia

Minimum and Maximum Full-Time Annual Salaries

Chicago, IL: $98,900 - $112,900 for Principal Process Manager

Eligibility for Performance-Based Incentive Compensation

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.

Benefits

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.

Application Information

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.

Contact Information

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.

Technical Support or Questions

For technical support or questions about Capital One's recruiting process, please send an email to Careers@capitalone.com

Third-Party Information

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