Process Excellence Manager – Card Complaints Governance

Capital One Group; New York, Northern (NY, KY); Hybrid; USD 147,000 - 167,000; Full time

Job summary

Capital One in New York, NY seeks a Manager, Process Management within the US Card Complaints Governance (CGI) to lead risk‑aware process improvements across the complaints ecosystem. You will document, update and optimize processes while collaborating with Channels, transformation and operational teams to drive change and reduce risk.

The role requires strong communication, problem solving and leadership in a fast‑paced environment, with familiarity in Enterprise Complaint Standard and L2

Qualifications

• High School Diploma, GED or equivalent certification.
• At least 3 years of experience in Process Management, Project Management, or equivalent escalated operational experience.
• At least 2 years of delivering large scale initiatives or projects.
• At least 2 years of experience supporting, partnering, or interacting with internal business clients.

Responsibilities

• Lead Strategic Direction – Partner with leaders to ensure strategic development aligns across the Channels organization.
• Describe focus on Process intent delivery and operational readiness, and influencing product roadmaps through insights.
• Inform strategic programs and initiatives, partnering with project and product teams to represent customer and agent perspectives.
• Lead high impact transformation initiatives and change management across design and delivery of the business.
• Influence and create process & delivery roadmaps with tech, product, ops and intent teams to elevate CX/AX.
• Ensure design is aligned to Enterprise Complaint Standard and agent/customer needs.
• Create and deliver presentations to partners and leadership to guide discussions and decisions.
• Lead horizontal communications to engage leaders across teams.
• Consult with business partners to resolve complex problems and escalate blockers as needed.
• Assist transformation teams in developing recommendations for stakeholders.

Skills

Process Management

Risk Management

Project Management

Stakeholder Engagement

Analytical Thinking

Problem Solving

Leadership

Education

High School Diploma

Bachelor’s Degree

PMP/Scaled Agile/Lean Certification

Tools

None

Job description

Capital One in New York, NY seeks a Manager, Process Management within the US Card Complaints Governance (CGI) to lead risk‑aware process improvements across the complaints ecosystem. You will document, update and optimize processes while collaborating with Channels, transformation and operational teams to drive change and reduce risk.

The role requires strong communication, problem solving and leadership in a fast‑paced environment, with familiarity in Enterprise Complaint Standard and L2