Work From Home, Principal Process Manager, Complaints Operations Strategy

Capital One; Wilmington (DE); Remote; USD 93,000 - 107,000; Full time

Job summary

As a leading financial services firm, Capital One seeks a Principal Process Manager to join their Complaints Operations Strategy team. This remote role involves analyzing complex processes, driving improvement initiatives, and utilizing data to enhance customer experiences. Candidates should demonstrate strong leadership and collaborative abilities while having a proven background in process improvement.

Benefits

Comprehensive benefits

Work-from-home flexibility

Qualifications

• 2+ years in Process Management or similar.
• 1+ years in customer complaints or experience.
• Lean, Six Sigma certifications preferred.

Responsibilities

• Lead analyses of existing processes to identify inefficiencies.
• Develop compelling business cases for proposed changes.
• Apply Lean and Six Sigma methodologies to redesign processes.

Skills

Process Improvement

Analytical Skills

Communication

Leadership

Collaboration

Education

High School Diploma or equivalent

Bachelor’s Degree in Business or related field

Tools

JIRA

Quicksight

Tableau

Job description

Work From Home, Principal Process Manager, Complaints Operations Strategy

2 days ago Be among the first 25 applicants

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, candidates must live within 100 miles 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 focus on delivering the best possible experience during critical moments. As the complaint landscape evolves, we aim to provide revolutionized, best-in-class service, and we’re looking for strategic, analytical, and collaborative leaders to help us achieve this.

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 excels at dissecting complex processes, identifying opportunities, and implementing meaningful change. You will leverage data, craft compelling stories, and collaborate across the organization to deliver impactful solutions.

Key Responsibilities

• Lead analyses of existing processes to identify inefficiencies, gaps, and improvement opportunities
• Use data and metrics to support findings and inform strategic decisions
• Develop and present compelling business cases for proposed changes
• Partner with cross-functional teams and senior leaders to align and execute strategies
• Apply Lean, Six Sigma, and continuous improvement methodologies to redesign processes for better 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, shaping 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 complex, matrixed organizations
• Strong analytical skills to translate data into insights and actions
• Exceptional communication and storytelling skills; capable of influencing at all levels
• 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 team-oriented approach to building lasting relationships

Basic Qualifications

• High School Diploma, GED, or equivalent
• Minimum 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 in regulated environments such as financial services or government agencies

Preferred Qualifications

• Bachelor’s Degree in Business, Operations Management, Engineering, or related field
• Minimum 3 years of experience in Process Management, Project Management, or Risk Management
• At least 2 years working with operational escalations
• Experience delivering large-scale initiatives
• Lean, Six Sigma, or similar certification
• Experience with JIRA, Quicksight, or Tableau

Work from Home Technology Requirements

• Secure home office environment free from noise and distractions
• Reliable internet connection (Cable or Fiber ISP preferred, speeds ≥5Mbps, 10+ Mbps preferred)
• Both hardwire and WiFi connections acceptable if requirements are met
• Capital One reserves the right to request proof of internet service and to modify requirements with notice

Work from Home Location Requirements

• Candidates must live within 100 miles of specified locations and report in person when required
• Applicants outside this radius or in California are ineligible
• Capital One will not sponsor new employment authorization

The salary range varies by location, e.g., Plano, TX: $93,400 - $106,600. Salary offers depend on location and will be detailed in the offer letter. This role may include performance-based incentives. Capital One offers comprehensive benefits supporting total well-being. Applications are accepted for at least 5 business days. No agencies please. Capital One is an equal opportunity employer (EOE, including disability/vet). For accommodations, contact Recruiting at 1-800-304-9102 or [e-mail]. For support, email [e-mail]. Capital One does not endorse third-party products or services. Positions posted in Canada, UK, or Philippines are for respective entities.