Sr. Associate, Process Manager of Product Operations

Process Management, Sr. Associate

About the Enterprise Consumer Product (ECP) Team

In Enterprise Consumer Product (ECP), our mission is to deliver transformative customer experiences, and the user-centric platforms that enable them, to empower Capital One customers on their financial journeys and beyond.

ECP is organized into five distinct yet complementary domains, each responsible for a specific portion of the customer experience within Capital One’s digital ecosystem. Descriptions of each of these five domains are below:

• Messaging & Marketing Delivering the right content to the right customer at the right time in the right channel through a scalable messaging platform and user-friendly self-service tools.

• Consumer Identity Provide secure, world-class Identity services that protect customers, combat fraud, and enable delightful experiences for all 100M+ consumers across all of our products.

• Consumer Product Platform Deliver secure, always available, delightful consumer products and world-class platforms that empower Associates.

• Consumer Data The trusted single source of truth for all things customer by  providing the highest quality of relevant, insightful, real-time customer data that’s easily usable and consistently accurate

• Strategy & Operations Spearhead innovative, long-term strategy for ECP’s products and platforms while ensuring seamless delivery and effective governance

About the Role

As a Senior Associate of Process Management within the ECP Product Strategy & Operations (PSO), you will be aligned to the Product Operations function, which is one of three functional teams within PSO. The mission of the ECP Product Operations team is to optimize ECP’s Product Development lifecycle, foster collaboration - both across ECP product domains and Line-of-Business partners, and focus product managers on delivering transformative customer experiences. There are four distinct capabilities within ECP Product Operations in service of that mission. Those are:

• Product Planning & Governance Design the mechanisms and manage the rhythms to drive effective long-range and annual planning and monthly governance routines

• Portfolio Management Create transparency into how resources are being allocated across the ECP portfolio and refine processes for managing inbound intent

• Data & Tooling Define best practices for Enterprise-tools (e.g., JIRA, Quicksight) and build a reporting suite to support team health and delivery

• Budgeting & Labor Manage the monthly budgeting routine, including the mechanisms for triaging and adjudicating financial risks and opportunities

The Senior Associate of Process Management will be specifically focused on the Product Planning & Governance and Portfolio Management capabilities.

Key Responsibilities

• Continuous Process Improvement ECP’s planning and governance routines are critical to upholding our commitment to be a well-managed team that is focused on the highest leverage opportunities. You will be responsible for taking a critical lens to our monthly, quarterly, and annual planning and governance routines and driving improvements in the end-to-end processes. Your mission is to design a mechanism that is so well-run, that it feels effortless.

• Flawless Execution You will be responsible for driving tight coordination with all four of the ECP domains and holding these teams accountable for executing on the requirements of our monthly, quarterly, and annual planning and governance routines.

• Process Design You will partner with our Senior Manager, Process Management to design a pilot for a net-new ECP intake management process (i.e., triaging and adjudicating ad-hoc requirements from cross-functional stakeholders across the Capital One enterprise). Following the pilot, you will feed learnings back into the design of a mature intake management solution for ECP.

• Ad-Hoc Process Sprints Given the dynamic environment in which ECP operates and the horizontal support structure of the Product Operations functional team, ad-hoc requests to support business processes will arise.You will leverage process focused growth mindset to improve and streamline business processes either within or across ECP domains as organizational needs demand.

Who you are

To be successful in this role, you are:

• A dedicated, disciplined, process professional who excels in a team environment and is an expert in process improvement.

• Are able to effectively communicate and influence partners across the company and across multiple levels of the organization. 

• Have a natural ability to collaborate with key stakeholders at all levels across the company to manage, inform, and influence outcomes.

• Have a history of success in fast-paced environments. We have deadlines and we must meet them with excellent execution.

• Have excellent attention to detail - you are the one that finds what everyone else misses

Basic Qualifications: 

• Bachelor’s Degree or military experience

• At least 3 years of experience designing, building, managing and improving internal business processes (such as governance routines and portfolio management)

• At least 2 years experience working on cross-functional teams or projects (for example, teams or projects that rely on stakeholders across product or tech, design, business or operations), ensuring stakeholder expectations are managed effectively

Preferred Qualifications:

• Bachelor’s Degree in Process Improvement, Process Management, Business Process Management, Business Operations, or Operations Management

• 2+ years experience in complex problem solving 

• 2+ years experience managing senior stakeholders 

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