Principal Process Manager – Operational Readiness & Production Support

Capital One Group; Chicago, Northern (IL, KY); Hybrid; USD 99,000 - 113,000; Full time

Benefits offered by this job

Health benefits

Performance-based incentives

Professional development and growth

Job summary

Capital One is seeking a Principal Process Manager to lead operational readiness for client onboarding and provide rapid-production support for critical commerce networks and digital payments ecosystems. The role emphasizes data-driven analysis using Excel/Google Sheets, cross-functional collaboration, and continuous process improvements to ensure stability and impact.

The ideal candidate has strong critical thinking, Excel/Sheets proficiency, and the ability to translate complex concepts into

Qualifications

• Bachelor’s Degree or military experience.
• At least 3 years of experience in process management, operations or project management within financial services.
• At least 1 year of experience creating pivot tables, manipulating data and analyzing trends with Microsoft Excel or Google Sheets.
• 4+ years of experience in payments, merchant networks or digital commerce (preferred)

Responsibilities

• Formulate operational workflows, execution scopes, and process guidelines to ensure readiness prior to client launches.
• Define and validate operational procedures for onboarding new partners and programs.
• Serve as the first line of defense for post-launch operational and production support.
• Diagnose, troubleshoot, and resolve performance anomalies (approval rate dips, transaction flow disruptions, bottlenecks).
• Escalate operational risks and customer-impacting issues to leadership.
• Develop domain expertise in lines of business (e.g., Restricted Authorizations Network).
• Analyze operational data to identify trends, root causes, and improvements.
• Compare implemented solutions against objectives and adjust for high-quality delivery.
• Utilize pivot tables, formulas, and data aggregation to extract actionable insights and inform decisions.
• Communicate complex concepts clearly to technical and business stakeholders.

Skills

Process management

Operations

Project management

Data analysis

Excel/Sheets

Pivot tables

Stakeholder communication

Cross-functional collaboration

Analytical thinking

Education

Bachelor’s degree

Tools

Excel

Google Sheets

Job description

Principal Process Manager – Operational Readiness & Production Support

Capital One is seeking a proactive and detail-oriented Principal Process Manager to join a high-impact team supporting critical commerce networks and digital payment ecosystems. In this role, you will act as an operational Subject Matter Expert (SME) driving operational excellence and day-to-day process stability. You will lead operational readiness for client onboarding, deliver rapid-response production support when operational issues arise, and leverage data to identify continuous process improvements. The ideal candidate possesses sharp critical thinking skills, strong spreadsheet data analysis capabilities (Excel/Google Sheets), and the interpersonal confidence to collaborate across multi-disciplinary teams.

Core Responsibilities

• Formulate operational workflows, execution scopes, and process guidelines to ensure operational readiness prior to client launches
• Define and validate operational procedures to guarantee seamless execution as new partners and programs are onboarded
• Serve as the first line of defense for post-launch operational and production support across supported networks
• Diagnose, troubleshoot, and resolve performance anomalies (investigating dips in approval rates, transaction flow disruptions, or operational bottlenecks)
• Actively manage and escalation operational risks and customer-impacting issues to leadership
• Build deep domain expertise in specific lines of business, including the Restricted Authorizations Network (RAN)
• Analyze operational data to identify trends, pinpoint root causes, and propose value-add process enhancements and automation
• Compare implemented operational solutions against original objectives and make required adjustments to ensure high-quality delivery
• Utilize advanced Excel / Google Sheets tools (pivot tables, formulas, data aggregation) to extract actionable operational insights from the data
• Communicate complex operational concepts clearly to both technical teams and business leadership. Partner with team members and cross-functional peers to align operational strategies with business execution

Basic Qualifications

• Bachelor’s Degree or military experience
• At least 3 years of experience in process management, operations or project management within financial services
• At least 1 year of experience creating pivot tables, manipulating data and analyzing trends with Microsoft Excel or Google Sheets

Preferred Qualifications

• 4+ years of experience in payments, merchant networks or digital commerce

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

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.

• Chicago, IL: $98,900 - $112,900 for Principal Process Manager
• Riverwoods, IL: $98,900 - $112,900 for Principal Process Manager

Candidates hired to work 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.

Benefits

• Capital One offers a comprehensive, competitive, and inclusive set of health, financial and other benefits that support your total well-being.
• 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.
• 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. No agencies please.

Equal Opportunity Employer

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.

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 for Capital One Philippines Service Corp. (COPSSC).

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 success by bringing ingenuity, simplicity, and humanity to banking. We measure our efforts by the success our customers enjoy and the advocacy they exhibit.