Senior Manager, Project Management – Customer Service Platforms

Jobtailor; Illinois; On-site; USD 110,000 - 160,000; Full time

Job summary

Jobtailor is seeking a seasoned Process and Program Manager to lead a high-performing team, owning end-to-end processes and driving risk reduction through robust controls.

You will collaborate across Risk, Product, Tech, and Data, identify automation opportunities, monitor health of processes, and translate strategy into pragmatic plans, while guiding a team's development and ensuring audit outcomes.

Qualifications

• Bachelor’s Degree or Military experience
• At least 6 years of Project Management experience
• At least 3 years of People Management experience
• Master’s Degree or MBA preferred
• 7+ years of Project Management experience preferred
• 4+ years of experience supporting, partnering or interacting with internal business clients preferred
• 4+ years of People Management experience preferred
• Lean, Agile, Six Sigma or Business Process Management preferred
• Capital One will not sponsor a new applicant for employment authorization or offer immigration-related support for this position
• No agencies please

Responsibilities

• Lead, coach, and develop a high-performing team.
• Own and operate end-to-end processes; identify failure modes; maintain controls for compliance and risk reduction.
• Partner with stakeholders across Risk, Product, Tech, and Data to align requirements and influence project outcomes.
• Identify and automate repetitive processes and implement strategic changes for efficiency and operational excellence.
• Monitor process health, resolve complaints and risk events, and incorporate audit/testing outcomes into continuous improvement.
• Translate high-level intent into resilient, pragmatic implementation plans while managing the team and well-managed agenda.
• Transform the “Well Managed” control suite to make it more automated, effective, and resilient.
• Provide L2 Process oversight for core platforms supporting marketing, credit line management, and balance transfer programs

Skills

Project Management

People Management

Lean Methodology

Agile Methodology

Six Sigma

Education

Bachelor’s Degree

Military Experience

Master’s Degree or MBA

Tools

Process Automation

Risk Management

Compliance Controls

Continuous Improvement

Business Process Management

Job description

• • Lead, coach, and develop a high-performing team
• • Own and operate end-to-end processes; identify failure modes; maintain controls for compliance and risk reduction
• • Partner with stakeholders across Risk, Product, Tech, and Data to align requirements and influence project outcomes
• • Identify and automate repetitive processes and implement strategic changes for efficiency and operational excellence
• • Monitor process health, resolve complaints and risk events, and incorporate audit/testing outcomes into continuous improvement
• • Translate high-level intent into resilient, pragmatic implementation plans while managing the team and well-managed agenda
• • Transform the “Well Managed” control suite to make it more automated, effective, and resilient
• • Provide L2 Process oversight for core platforms supporting marketing, credit line management, and balance transfer programs

Requirements

• Bachelor’s Degree or Military experience
• At least 6 years of Project Management experience
• At least 3 years of People Management experience
• Master’s Degree or MBA preferred
• 7+ years of Project Management experience preferred
• 4+ years of experience supporting, partnering or interacting with internal business clients preferred
• 4+ years of People Management experience preferred
• Lean, Agile, Six Sigma or Business Process Management preferred
• Capital One will not sponsor a new applicant for employment authorization or offer immigration-related support for this position
• No agencies please

Core Competencies

Demonstrates expertise in Project Management and People Management, with a focus on process automation, compliance, and operational excellence. Proven ability to lead teams, partner with stakeholders, and implement strategic changes to enhance efficiency.

Highest-signal resume keywords

• Project Management
• People Management
• Lean Methodology
• Agile Methodology
• Six Sigma

Hard Skills

• Process Automation
• Risk Management
• Compliance Controls
• Continuous Improvement
• Business Process Management

Soft Skills

• Team Leadership
• Stakeholder Engagement
• Coaching
• Conflict Resolution

Industry Keywords

• Operational Excellence
• Process Oversight
• Audit Outcomes
• Project Outcomes