Principal Associate - Client Services - PULSE Network

Capital One National Association; Houston (TX); On-site; USD 99,000 - 113,000; Full time

Job summary

Capital One's Pulse Network in Houston is seeking a Principal Associate in Client Services who will serve as a key client liaison and subject matter expert, delivering exceptional service and managing high-value relationships across the organization. You will monitor accounts, resolve complex service events and collaborate with Product, Operations, and Account Management to improve delivery.

The role demands strong problem-solving, communication, and leadership as you translate client needs into

Qualifications

• HS diploma 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 internal business clients.
• Bachelor’s Degree or military experience preferred.
• Lean/Agile/Six Sigma or Project Management certification preferred.
• Experience in Compliance or Risk Management beneficial.

Responsibilities

• Lead and own oversight of smaller process improvements.
• Collect data and provide analytics to senior leadership.
• Identify and implement process improvements.
• Track and resolve process breakdowns.
• Understand customer needs and drive improvements.
• Develop and maintain formal process documentation.
• Partner with project customers to achieve outcomes.

Skills

Client relationships

Analytical skills

Problem solving

Communication

Leadership

Collaboration

Education

High School Diploma

Bachelor's degree

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.

We are seeking dedicated, customer-focused professionals who excel in a collaborative environment and possess strong problem-solving and communication skills. This individual will have demonstrated a proven track record of handling complex client requests, improving service processes, and fostering positive business relationships. Strong analytical skills, acute attention to detail, and the ability to thrive in a fast-paced environment are essential. You must demonstrate strong leadership capabilities, exercise sound judgment when resolving escalations, and effectively collaborate with key stakeholders to deliver an outstanding client experience.

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

At this time, Capital One will not sponsor a new applicant for employment authorization for this position.

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

Candidates hired in other locations will be subject to the pay range associated with that location, and the actual annualized salary amount offered to any candidate at the time of hire will be reflected solely in the candidate’s offer letter.

This role is also eligible to earn performance based incentive compensation, which may include cash bonus(es) and/or long term incentives (LTI). Incentives could be discretionary or non discretionary depending on the plan.

Capital One offers a comprehensive, competitive, and inclusive set of health, financial and other benefits that support your total well-being. Learn more at the Capital One Careers website. Eligibility varies based on full or part-time status, exempt or non-exempt 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, 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.

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Capital One Financial is made up of several different entities. Please note that any position posted in Canada is for Capital One Canada, any position posted in the United Kingdom is for Capital One Europe and any position posted in the Philippines is for Capital One Philippines Service Corp. (COPSSC).