Operations Transformation Manager — Agent Experience

GStars; Richmond, Northern (VA, KY); Hybrid; USD 122,000 - 139,000; Full time

Benefits offered by this job

Performance-based incentives

Job summary

Capital One in Richmond, VA, is seeking a Manager, Process Management to transform operations and elevate the customer experience. This hybrid role partners with business leaders to drive strategic initiatives, streamline processes, and deliver measurable improvements from concept to launch.

Ideal candidates will have strong leadership, analytical skills, and a track record of shaping product roadmaps through data-driven insights.

Qualifications

• High School Diploma, GED or equivalent certification.
• At least 2 years of experience in Process or Project management.
• At least 2 years of experience in People management.
• At least 2 years of experience in Relationship management.

Responsibilities

• Reimagine agent experiences.
• Reduce manual processes and improve Ops efficiency.
• Lead a high performing team and partner with LoB leaders to ensure Operations is represented in ideation, design and execution.
• Design strategic programs with project and product teams to translate customer/agent design into actionable processes.
• Create and deliver presentations to senior management and guide cross-functional discussions.

Skills

Leadership

Technical and Strategic thinking

Curiosity

Do-er

Communicator

Analytical

Customer-Centric

Job description

Capital One in Richmond, VA, is seeking a Manager, Process Management to transform operations and elevate the customer experience. This hybrid role partners with business leaders to drive strategic initiatives, streamline processes, and deliver measurable improvements from concept to launch.

Ideal candidates will have strong leadership, analytical skills, and a track record of shaping product roadmaps through data-driven insights.