Manager, Process Management (Network Documentation)

Overview:

At Capital One, Process Management is a critical driver of our digital transformation and enterprise scale. It’s a forward-thinking discipline focused on eliminating operational friction, optimizing complex systems, and elevating execution to an art form. We empower our Process Managers to challenge legacy ways of working, integrate cutting-edge tools, and build resilient, scalable workflows that propel our teams—and our business—forward. We believe our portfolio of businesses and investments in growth and transformation will result in a company with the scale, brand, capabilities, talent, and values to succeed as the digital revolution transforms our society and our industry. As a Manager of Process Management on our Transaction Processing Network Documentation team, you will deliver flawlessly executed processes that improve business efficiency and drive results. Our team bridges technical teams, stakeholders, and users to ensure products are welldocumented, efficient, and fully supported.

In this role, you will serve as a custodian of knowledge, blending technical writing, business analysis, subject matter expertise, and process management. You will be an integral part of our documentation strategy, guiding the evolution from legacy ecosystems to modernized, streamlined workflows. Serving as a subject matter expert (SME) and primary point of contact for documentation impact initiatives, you will execute documentation enhancements, integrate cutting-edge tools (including AI and automation), and ensure continuous audit readiness.

General Responsibilites:

● Content Management & Technical Writing: ○ Author, maintain, and publish high-quality technical specifications, supplemental guides, and user-friendly documentation for both technical and non-technical audiences. ○ Serve as a Subject Matter Expert (SME) for the products and services covered in the documentation, ensuring technical accuracy, clarity, and integrity for consumers.

● Process Optimization & AI Automation: ○ Analyze stakeholder requirements, perform gap analyses, and redesign crossfunctional workflows to improve documentation clarity, usability, and speed-tomarket. ○ Drive continuous process improvement by identifying opportunities for workflow automation and AI integration throughout the documentation lifecycle.

● Governance, Compliance & Risk Management: ○ Partner with Global Product Network stakeholders to manage document lifecycles, including version control, structured review cycles, and strict adherence to Enterprise/GPN risk standards. ○ Maintain a "well-managed" documentation ecosystem, reducing operational risk and ensuring continuous audit readiness.

● Stakeholder Management & Influence: ○ Engage and influence internal/external stakeholders, technical leads, and senior leadership through clear written and verbal communication. ○ Lead by example—utilizing influence and collaborative partnerships to bring cross-functional teams together to deliver impactful results.

● Mentorship & Team Enablement: ○ Lead knowledge-sharing sessions and contribute to team standard operating procedures, desk procedures, and best practices.

Basic Qualifications:

● Bachelor’s Degree or Military experience

● At least 2 years of experience in Process Management

● At least 2 years of experience working in a cross-functional environment managing stakeholder expectations

● At least 1 year of hands-on experience using technical formatting, authoring, or publishing tools

Preferred Qualifications:

● Master’s Degree in Business Management, Process Management, Project Management, Risk Management, Communications, Computer Science, or Information Systems x

● Lean, Six Sigma, BPM, or Agile certification

● 5+ years of experience in Process Management or Project Management

● Experience working in the Financial Services, FinTech, or Payment Network industry

● Experience working in an Agile environment and leveraging modern documentation framework workflows

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