Principal Associate, Process Manager - Client Engagement & Issue Resolution

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.

We are seeking dedicated, disciplined process professionals who are naturally curious and possess exceptional critical thinking skills. You should have a relentless drive to resolution and a genuine desire to make a positive impact on the customer experience. This role requires a blend of analytical rigor, technical aptitude, and strategic communication. If you love digging into the details, leaning on AI to solve complex problems, and collaborating across teams to negotiate the best outcomes, this is an excellent opportunity to continue your career in Process Management.

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 

• 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.

At this time, Capital One will not sponsor a new applicant for employment authorization for this position.