Principal Associate - Client Services - PULSE Network

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

Principal Associate - Client Services - PULSE Network

As a Principal Associate in Client Services, you will serve as a key client liaison and process subject matter expert, delivering exceptional service support and managing high-value client relationships across the organization. In this role, you will proactively monitor client accounts and inquiries, resolving complex issues and service events to ensure high satisfaction and retention. You will collaborate closely with internal cross-functional teams—including Product, Operations, and Account Management to translate client needs into operational improvements and streamlined service delivery. Additionally, you will act on customer feedback trends, drive process enhancements, manage day-to-day service metrics, and support onboarding and training initiatives. By advocating for the client experience, you will help build strong, long-lasting client partnerships and elevate service capabilities.

General Responsibilities

• Leading and owning oversight of smaller process improvement work and collaborating with teammates on larger initiatives
• Collecting data and information and using analytics and reporting to provide transparency to senior leadership and executives
• Identify and implement process improvements driving issue resolution/risk mitigation activities
• Tracking and resolving process breakdowns
• Understanding customers’ needs of the process and driving process improvements
• Developing and maintaining formal process documentation including procedures and process flow diagrams
• Acting as a subject matter expert to effectively partner with project customers to achieve desired outcome or improvement by clarifying needs and providing appropriate solutions
• May lead a team and/or direct others on projects

Basic 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

Preferred Qualifications

• Bachelor’s Degree or military experience
• Lean, Agile, Six Sigma, Business Process Management, or Project Management certification
• At least 1 year of experience in Compliance or Risk Management
• At least 2 years of experience in Process Management

Location and Salary

The minimum and maximum full-time annual salaries for this role are listed below, by location. Please note that this salary information is solely for candidates hired to perform work within one of these locations, and refers to the amount Capital One is willing to pay at the time of this posting. Salaries for part-time roles will be prorated based upon the agreed upon number of hours to be regularly worked.

• Plano, TX: $98,900 - $112,900 for Principal Process Manager
• McLean, VA: $108,900 - $124,300 for Principal Process Manager
• Richmond, VA: $98,900 - $112,900 for Principal Process Manager
• Houston, TX: $98,900 - $112,900 for Principal Process Manager

Benefits & Compensation

• This role is also eligible to earn performance based incentive compensation, which may include cash bonus(es) and/or long term incentives (LTI).
• Capital One offers a comprehensive, competitive, and inclusive set of health, financial and other benefits that support your total well-being.
• Eligibility varies based on full or part-time status, exempt or non-exempt status, and management level.
• Capital One will not sponsor a new applicant for employment authorization for this position.

Equal Opportunity & Diversity

Capital One is an equal opportunity employer (EOE, including disability/vet) committed to non-discrimination in compliance with applicable federal, state, and local laws. Capital One promotes a drug-free workplace. Capital One will consider for employment qualified applicants with a criminal history in a manner consistent with the requirements of applicable laws regarding criminal background inquiries, including, to the extent applicable, Article 23-A of the New York Correction Law; San Francisco, California Police Code Article 49, Sections 4901-4920; New York City’s Fair Chance Act; Philadelphia’s Fair Criminal Records Screening Act; and other applicable federal, state, and local laws and regulations regarding criminal background inquiries.

No agencies please.

At Capital One, we’re building a leading information-based technology company. Still founder-led by Chairman and Chief Executive Officer Richard Fairbank, Capital One is on a mission to help our customers succeed by bringing ingenuity, simplicity, and humanity to banking. We measure our efforts by the success our customers enjoy and the advocacy they exhibit.