Process Transformation Manager, Risk & Governance

Capital One; Chicago (IL); On-site; USD 122,000 - 167,000; Full time

Benefits offered by this job

Health benefits

Well-being programs

Job summary

Capital One is seeking a Manager of Process Management within the US Card Complaints Governance team. The role focuses on documenting, updating, and refining processes to reduce risk and improve efficiency across the complaints ecosystem.

The successful candidate will collaborate across channels, lead strategic initiatives, and influence product roadmaps while ensuring adherence to Enterprise Complaint Standards. Richmond/VA and McLean/VA are key locations.

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 with leaders to align initiatives across channels and design processes that track progress.
• Drive high-impact transformation initiatives, manage change, and deliver process and delivery roadmaps with cross-functional partners.
• Establish and manage cross-team communications, diagnose complex problems, and escalate road-blocks to meet deadlines.

Skills

Process Management

Project Management

Stakeholder Collaboration

Risk Management

Education

High School Diploma or equivalent

Bachelor's Degree or military experience

Job description

Capital One is seeking a Manager of Process Management within the US Card Complaints Governance team. The role focuses on documenting, updating, and refining processes to reduce risk and improve efficiency across the complaints ecosystem.

The successful candidate will collaborate across channels, lead strategic initiatives, and influence product roadmaps while ensuring adherence to Enterprise Complaint Standards. Richmond/VA and McLean/VA are key locations.