Hybrid Senior Process Manager, Customer Protection

Capital One; Richmond (VA); Hybrid; USD 80,800 - 101,300; Full time

Job summary

Capital One is seeking a Senior Associate Process Manager for the Customer Protection team in a hybrid role in Virginia. The role focuses on improving customer and agent servicing experiences through cross-functional collaboration, process optimization, and AI-informed decision making.

Ideal candidates bring 1+ year in project or process management, experience with Google Suite or Microsoft Office, and familiarity with Jira.

Qualifications

• 1+ year of Project or Process Management experience.

Responsibilities

• Develop and maintain formal process documents and project artifacts.
• Own data quality and performance metric reporting (e.g., Tableau).
• Lead coordination of initiatives to ensure timely completion.
• Translate AI-driven insights into actionable business outcomes for leadership.

Skills

Project management

Process management

AI prompting

Customer service

Fraud awareness

Education

High School Diploma or equivalent

BPM/Lean/Six Sigma certification

Tools

Google Suite

Microsoft Office

Jira

Job description

Capital One is seeking a Senior Associate Process Manager for the Customer Protection team in a hybrid role in Virginia. The role focuses on improving customer and agent servicing experiences through cross-functional collaboration, process optimization, and AI-informed decision making.

Ideal candidates bring 1+ year in project or process management, experience with Google Suite or Microsoft Office, and familiarity with Jira.