Senior Manager, Project Management (Customer Service Platforms)

Capital One; Richmond (VA); On-site; USD 162,000 - 184,000; Full time

Job summary

Capital One in Richmond, VA is seeking a Senior Manager of Project Management (Customer Service Platforms) to lead a high‑performing team and drive well‑managed delivery across Risk, Product, Tech and Data. The role emphasizes end‑to‑end process ownership, risk reduction, and automation to improve efficiency and resiliency, translating strategy into pragmatic, scalable plans.

Candidates should have 6+ years of PM experience and 3+ years of people leadership; master’s degree preferred but not

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).
• Lean, Agile, Six Sigma or Business Process Management (preferred).

Responsibilities

• Lead, coach, and develop a high-performing team.
• Own end-to-end processes; identify failure modes; maintain controls to ensure compliance and risk reduction.
• Partner with stakeholders across Risk, Product, Tech, and Data to align on requirements and influence outcomes.
• Identify and automate repetitive processes; implement strategic changes to drive efficiency and operational excellence.
• Monitor process health, resolve risk events, and incorporate audit/testing outcomes into continuous improvement cycles.
• Translate high-level intent into resilient, pragmatic implementation plans while managing the team.

Skills

Project Management

Leadership

Risk Management

Stakeholder Management

Process Improvement

Strategic Thinking

Education

Bachelor’s Degree or Military experience

Master’s Degree or MBA

Job description

Senior Manager, Project Management (Customer Service Platforms)

Capital One, a Fortune 500 company and one of the nation’s top 10 banks, offers a broad spectrum of financial products and services to consumers, small businesses and commercial clients. Our goal is to create one of the nation’s great banks, and we have the necessary ingredients: a strong balance sheet, resilient businesses, a massive customer franchise, strong analytical capabilities, and great people. We nurture a work environment where people with a variety of thoughts, ideas and backgrounds, guided by our shared Values, come together to make Capital One a great company – and a great place to work. This is a uniquely exciting time to join our team and help us shape the future of delivery at scale. You’ll be the leader tasked with transforming our 'Well Managed' control suite—making it more automated, effective, and resilient. In this role, you’ll provide critical L2 Process oversight for our core platforms which support our marketing, credit line management, and balance transfer programs—ensuring we can innovate faster while maintaining the high standards that drive real business value. By helping us build ‘better brakes,’ you’ll play a key role in enabling our internal customers to deliver safely and at speed. Serving as the leader and subject matter expert on well-managed delivery execution, you’ll collaborate with smart, passionate stakeholders in Risk, Product, Tech, and Data to drive process innovation, manage the ecosystem, and influence impactful results.

On any given day you will need to demonstrate:

• People Leadership: Lead, coach, and develop a high-performing team.
• Process & Risk Ownership: Own and operate end-to-end processes; identify failure modes; maintain controls to ensure compliance and risk reduction.
• Stakeholder Collaboration: Partner with stakeholders across Risk, Product, Tech, and Data to align on requirements and influence project outcomes.
• Process Innovation: Identify and automate repetitive processes; implement strategic changes to drive efficiency and operational excellence.
• Operational Resilience: Monitor process health, resolve complaints and risk events, and incorporate audit/testing outcomes into continuous improvement cycles.
• Strategic Delivery: Translate high-level intent into resilient, pragmatic implementation plans while managing the team and well-managed agenda.

The Successful Candidate:

• Strategic Influencer: Builds collaborative relationships and communicates effectively across functions to drive consensus and results.
• Critical Thinker: Challenges the status quo, asks tough questions, and leverages analytical skills to understand end-to-end impacts.
• Proactive Problem Solver: Tackles complex challenges with a bias for action, a willingness to iterate, and a focus on sustainable, scalable solutions.
• Process & Risk Mindset: Demonstrates a deep understanding of operational risk, compliance, and process management.
• Tech-Fluent Leader: Comfortable bridging the gap between business intent and technical implementation using data-driven insights.
• Resilient Operator: Maintains momentum through obstacles, ensuring structure and clarity in dynamic, fast-paced environments.

Basic Qualifications:

• Bachelor’s Degree or Military experience
• At least 6 years of Project Management experience
• At least 3 years of People Management experience

Preferred qualifications:

• Master’s Degree or MBA
• 7+ years of Project Management experience
• 4+ years of experience supporting, partnering or interacting with internal business clients
• 4+ years of People Management experience
• Lean, Agile, Six Sigma or Business Process Management

At this time, Capital One will not sponsor a new applicant for employment authorization, or offer any immigration related support for this position (i.e. H1B, F-1 OPT, F-1 STEM OPT, F-1 CPT, J-1, TN, or another type of work authorization).

• Chicago, IL: $161,500 - $184,300 for Sr Manager, Project Management
• McLean, VA: $177,700 - $202,800 for Sr Manager, Project Management
• Richmond, VA: $161,500 - $184,300 for Sr Manager, Project Management

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.

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.

No agencies please.

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.

If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation, please contact Capital One Recruiting at 1-800-304-9102 or via email at [e-mail].

All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations.

For technical support or questions about Capital One's recruiting process, please send an email to [e-mail]

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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).

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