Work From Home, Principal Process Manager, Complaints Operations Strategy

Capital One National Association; Richmond (VA); Remote; USD 93,000 - 107,000; Full time

Job summary

Capital One is seeking a Principal Process Manager to join their Complaints Operations Strategy team. This role focuses on improving customer service processes, driving change, and collaborating with cross-functional teams. Ideal candidates will possess strong analytical skills, leadership presence, and experience in operational strategies to enhance efficiency.

Qualifications

• At least 2 years of experience in Process Management or Operations.
• Experience in regulatory environments is preferred.
• Lean or Six Sigma certification is desirable.

Responsibilities

• Lead analyses into existing processes to identify gaps.
• Leverage data to support strategic decisions.
• Apply Lean and Six Sigma methodologies for process redesign.

Skills

Analytical skills

Process improvement

Leadership

Communication

Education

High School Diploma or equivalent

Bachelor’s Degree in Business or related field

Job description

Work From Home, Principal Process Manager, Complaints Operations Strategy

Are you looking for a challenging role that includes the convenience of working virtually at home? Then a Capital One Customer Operations role may be the role for you! To be eligible for this role, candidates must live within 100 miles radius of one of the following zip codes (excluding CA) and report in person, when required, with at least 24 hours notice.
23060 (Richmond, VA)
23320 (Chesapeake, VA)
33634 (Tampa, FL)
89144 (Las Vegas, NV)
75024 (Plano, TX)
19801 (Wilmington, DE)
68521 (Lincoln, NE)
56301 (St. Cloud, MN)

At Capital One, we’re committed to delivering world-class experiences for our customers - especially when something goes wrong.In Escalated Complaints Horizontal Operations & Strategy (ECHOS) we’re focused on delivering the best possible experience during the moments that matter for our customers.As the complaint landscape continues to change, we are committed to delivering revolutionized, best-in-class service, and we’re looking for strategic, analytical and collaborative leaders to help us get there.

The Role

We are seeking a high-performing Principal Process Manager to drive transformation within our Complaints Operations Strategy team. This role is ideal for someone who thrives on dissecting complex processes, uncovering opportunities and driving meaningful change. You will leverage data, tell compelling stories and collaborate across the organization to implement impactful solutions.

Key Responsibilities

• Lead deep-dive analyses into existing processes to identify inefficiencies, gaps and improvement opportunities

• Leverage data and metrics to support findings and guide strategic decisions

• Develop and present compelling business cases that clearly articulate the “why” behind proposed changes

• Partner with cross-functional teams and senior leaders to gain alignment and drive execution

• Apply Lean, Six Sigma and continuous improvement methodologies to redesign processes for enhanced efficiency and customer experience

• Build strong relationships across the organization to foster collaboration and influence

• Serve as a thought leader and trusted advisor in complaints operations, helping shape long-term strategy

• Solve complex problems with creativity, structured thinking and a customer-first mindset

Who we are Seeking

• Proven experience in process improvement, strategy or operations within a complex, matrixed organization

• Strong analytical skills with the ability to translate data into insights and action

• Exceptional communication and storytelling skills; capable of influencing at all levels of the organization

• Self-starter with the ability to work independently and manage multiple priorities

• Strong leadership presence and ability to navigate ambiguity

• Lean, Six Sigma or other process improvement certifications are highly desirable

• Collaborative mindset and a genuine team player who builds lasting relationships

Basic Qualifications:

• High School Diploma, GED or equivalent certification

• At least 2 years of experience in Process Management, Project Management or Risk Management

• At least 1 year of experience in customer complaints or customer experience

• At least 1 year of experience in regulated environments such as financial services or governmental agencies

Preferred Qualifications:

• Bachelor’s Degree in Business, Operations Management, Engineering or a related field

• At least 3 years of experience in Process Management, Project Management or Risk Management

• At least 2 years of experience working with operational escalations

• At least 1 year of experience delivering large scale initiatives

• Lean, Six Sigma or other continuous improvement certification

• At least 1 year of experience with JIRA, Quicksight or Tableau

Work from Home Technology Requirements

• Secure home office environment that is free from background noise and distractions

• Reliable private internet connection that is not supplied via cellular data or hotspot is required

  • A private network that is password protected where you have ownership or line of site sight to every device on the network

  • Internet service must be provided by Cable or Fiber Internet Service Providers (ISP)

  • Hotspots and satellite services are prohibited and do not meet performance criteria required for optimal agent/customer interactions

  • ISP download speeds on VPN must be at least 5Mbps, with 10+ Mbps preferred

  • To validate ISP speeds from a Chrome browser, go to www.google.com, type Speed Test and run from the Google landing page

• Both Hardwire and WiFi internet connections are acceptable as long as speed and security requirements are met

Capital One reserves the right to request proof of internet provider, speed and service package from the associate. Requirements are subject to change, as new systems and technology is delivered. Capital One reserves the right to modify internet service requirements with sixty (60) days notice. Internet Service Provider specs can change by provider and location within the US. If you are experiencing consistent issues with internet stability Capital One reserves the right to ask the agent to upgrade internet service to ensure a good customer experience.

Work from Home Location Requirements

Candidates must live within 100 mile radius of 23060 (Richmond, VA), 23320 (Chesapeake, VA), 33634 (Tampa, FL), 89144 (Las Vegas, NV), 75024 (Plano, TX), or 19801 (Wilmington, DE), 68521 (Lincoln, NE), or 56301 (St Cloud, MN) and report in person, when required, with at least 24 hours notice.

We are unable to consider applicants who:

• Do not maintain network-compatible internet access

• Live or work beyond the 100 mile radius of their dedicated location, or

• Live or work in the state of California.

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

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.

Plano, TX: $93,400 - $106,600 for Principal Process ManagerChesapeake, VA: $93,400 - $106,600 for Principal Process ManagerTampa, FL: $93,400 - $106,600 for Principal Process ManagerLincoln, NE: $93,400 - $106,600 for Principal Process ManagerLas Vegas, NV: $93,400 - $106,600 for Principal Process ManagerWilmington, DE: $93,400 - $106,600 for Principal Process ManagerRichmond, VA: $93,400 - $106,600 for Principal Process ManagerSt Cloud, MN: $93,400 - $106,600 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.

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 theCapital 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]

Capital One does not provide, endorse nor guarantee and is not liable for third-party products, services, educational tools or other information available through this site.

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).