Lead Process Manager for Customer Resilience & Improvements

Capital One; McLean (VA); Hybrid; USD 109,000 - 124,000; Full time

Job summary

Capital One is seeking a Principal Associate, Process Manager for the Customer Resiliency, Recoveries Team. This hybrid role focuses on designing and improving business processes, mitigating risks, and ensuring strong controls.

You will lead process improvements, collaborate with teams, and develop formal documentation to support executives and customers. Ideal candidates have 3+ years in process or project management, exposure to SQL or Tableau, and Lean/Six Sigma experience.

Qualifications

• High School Diploma, GED or equivalent certification.
• At least 3 years of Project Management or Process Management experience.

Responsibilities

• Lead and own oversight of process improvement work with teammates on large initiatives.
• Identify and implement process improvements for issue resolution and risk mitigation.
• Track and resolve process breakdowns.
• Understand customer needs and drive process improvements.
• Develop and maintain formal process documentation including procedures and process flow diagrams.
• Act as SME to partner with project customers to achieve desired outcomes.
• Collect data and use analytics to provide transparency to senior leadership.

Skills

Project Management

Process Management

Risk Management

Data analytics

Lean Six Sigma

Agile

Communication

Stakeholder management

Problem solving

Questioning & discovery

Education

Bachelor's Degree

Military experience

Tools

SQL

Tableau

Job description

Capital One is seeking a Principal Associate, Process Manager for the Customer Resiliency, Recoveries Team. This hybrid role focuses on designing and improving business processes, mitigating risks, and ensuring strong controls.

You will lead process improvements, collaborate with teams, and develop formal documentation to support executives and customers. Ideal candidates have 3+ years in process or project management, exposure to SQL or Tableau, and Lean/Six Sigma experience.