Manager, Process Management, Workforce Management - Hybrid

Capital One; Richmond (VA); Hybrid; USD 115,200 - 131,500; Full time

Benefits offered by this job

Comprehensive health benefits

Performance-based bonuses

Inclusive workplace environment

Job summary

A leading financial services company is seeking a Manager for the Workforce Experience Team in Richmond, VA. This hybrid role involves leading a team responsible for delivering critical metrics and insights to drive business decisions. Candidates should have significant experience in data analysis and process management, along with a strong ability to lead teams and influence stakeholders. The position offers a competitive salary and a comprehensive benefits package, emphasizing a collaborative and innovative working environment.

Qualifications

• High school diploma, GED, or equivalent certification required.
• 3+ years in Workforce Management or Contact Center environment.
• 5+ years in Process Management or Data Analysis.
• 3+ years of people-management experience.

Responsibilities

• Lead delivery of reporting strategies and oversee multiple projects.
• Support data environments for Channels LOB.
• Provide expertise on data ecosystems for contact center processes.
• Drive results through partnerships and continuous improvement.

Skills

Data coding languages

Analytical tools (Tableau, Quicksights)

Leadership

Collaboration

Education

Bachelor's Degree in relevant fields

Tools

Tableau

Quicksights

Job description

Manager, Process Management, Workforce Management - Hybrid

As the Manager of the Workforce Experience Team, you will lead a group of data and reporting professionals, delivering critical KPIs—supply, demand, real‑time network, and application access monitoring—to support Channels Operations. Success in this role requires strong command of data coding languages and analytical tools such as Tableau and Quicksights, and the ability to translate data into strategic, value‑add insights that drive informed business decisions.

We are seeking a process professional to join our horizontal process support team that underpins a global contact center operation. You will communicate and influence partners across the enterprise, manage data and process improvement projects, and partner with Workforce Management functional teams, Channels Operations leaders, and other support groups.

Partnerships & Stakeholder Management

• Engage and communicate across multiple LOBs and levels to provide visibility, insights, and recommendations on Channels & Workforce contact center data design; influence key stakeholders and gain buy‑in by providing clarity on key issues and options.
• Foster a collaborative and inclusive work environment that encourages creativity, innovation, and professional growth.
• Empower and inspire a team of workforce professionals to change Banking for Good.

Core Responsibilities

• Manage and sequence delivery of reporting intent, build data requirements, and execute against the Workforce reporting strategy, overseeing multiple projects and programs concurrently.
• Support multiple data environments, including supply/demand views, scenario plans for Channels LOB, and key initiatives across the organization.
• Provide subject‑matter expertise on data ecosystems and insights supporting contact center processes when representing the Workforce department in Channels/Card programs & projects.
• Develop strategic ideas by leveraging technology to solve business challenges, increasing data and reporting simplicity and flexibility.
• Lead oversight of Channels key network planning processes, maintaining a high bar for process excellence and pursuing continuous improvement.
• Partner across a broad range of teammates and stakeholders to implement contact center changes and drive results through others.
• Demonstrate solid people‑leadership experience: build and leverage capabilities of a high‑performing team, foster innovation, drive critical decisions, hold partners accountable, and deliver consistent results.
• Maintain a clear results orientation, focusing on short‑ and long‑term goals, and execute an agenda in a dynamic contact center environment.

Location: This role is hybrid, with an expectation to spend 3 days per week in the office and the remainder of the week working virtually.

Basic Qualifications

• High school diploma, GED, or equivalent certification.
• At least 3 years of experience in Workforce Management or Contact Center environment.
• At least 5 years of experience in Process Management or Data Analysis.
• At least 3 years of people‑management experience.

Preferred Qualifications

• Bachelor’s Degree in Business Management, Process Management, Project Management, Risk Management, Communications, Computer Science, or Information Systems.
• At least 8 years of experience in Process Management or Data Analysis.
• At least 5 years of people‑management experience.
• At least 10 years of experience in Contact Center Operations or Contact Center Management.

Salary and Compensation: A base salary range of $126,700–$144,600 for the McLean, VA location and $115,200–$131,500 for the Richmond, VA location (subject to location‑specific adjustments). Eligibility for performance‑based incentive compensation, which may include cash bonuses and long‑term incentives.

Capital One offers a comprehensive, competitive, and inclusive set of health and financial benefits supporting total well‑being. Eligibility varies based on status and management level.

This role is expected to accept applications for a minimum of 5 business days.

Capital One is an equal‑opportunity employer (EOE, disability/vet) and commits to non‑discrimination in compliance with applicable federal, state, and local laws. No agencies please. We consider qualified applicants with a criminal history in accordance with applicable laws.

For accommodations, contact Capital One Recruiting at 1‑800‑304‑9102 or [e-mail]. All information provided will be kept confidential and used only for accommodations.

For technical support or questions regarding the recruiting process, email [e-mail]. Capital One does not endorse or guarantee third‑party products, services, or educational tools cited on this page.

Capital One Financial is comprised of several entities. Any positions posted in Canada, the United Kingdom, or the Philippines apply to respective capital one entities (Capital One Canada, Europe, or Philippines Service Corp.).