Client Success & Process Improvement Lead

Capital One; Houston (TX); On-site; USD 99,000 - 113,000; Full time

Job summary

Capital One is hiring a Principal Associate in Client Services for the PULSE Network in Houston. The role focuses on coordinating high-value client relationships, monitoring accounts, and translating client needs into operational improvements.

You will support onboarding, training, and advocacy for the client experience while collaborating with Product, Operations, and Account Management teams to drive service excellence.

Qualifications

• High School Diploma, GED or equivalent certification.
• At least 1 year of experience with Microsoft Office or G Suite.
• At least 1 year of process management experience.
• At least 3 years of experience supporting, partnering and interacting with internal business clients.
• Bachelor’s Degree or military experience (preferred).
• Lean, Agile, Six Sigma, Business Process Management, or Project Management certification (preferred).
• At least 2 years of experience in Process Management (preferred).

Responsibilities

• Leading and owning oversight of smaller process improvement work and collaborating with teammates on larger initiatives.
• Collecting data and using analytics to provide transparency to senior leadership.
• Identify and implement process improvements driving issue resolution and risk mitigation.
• Tracking and resolving process breakdowns.
• Understanding customers’ needs of the process and driving process improvements.
• Developing formal process documentation including procedures and flow diagrams.
• Acting as a subject matter expert to partner with project customers for outcomes.
• May lead a team and/or direct others on projects.

Skills

Process management

Client relationship management

Cross-functional collaboration

Data analysis

Project management

Education

High School Diploma or GED

Bachelor’s Degree (preferred)

Tools

Microsoft Office

G Suite

Job description

Capital One is hiring a Principal Associate in Client Services for the PULSE Network in Houston. The role focuses on coordinating high-value client relationships, monitoring accounts, and translating client needs into operational improvements.

You will support onboarding, training, and advocacy for the client experience while collaborating with Product, Operations, and Account Management teams to drive service excellence.