Principal Associate, Process Management - Loyalty Platform (Hybrid)

Locations: VA - Richmond, United States of America, Richmond, Virginia

Principal Associate, Process Management - Loyalty Platform (Hybrid)

As a Process Manager (Principal Associate) at Capital One, you will be part of a smart, talented team responsible for creating and enhancing processes that deliver excellence to our customers, and impact the company's bottom line. In this position you will contribute immediately while strengthening your process management skill set.

We are seeking dedicated, disciplined, process professionals who excel in a team environment, are excellent problem solvers, and have great communication and organization skills. Successful candidates will thrive due to their attention to detail and ability to adapt to change quickly. Within Card Platforms, the Rewards Configuration team is accountable for the configuration, testing, and implementation of Rewards earning, redemption, and benefit capabilities across our various products. In addition, candidates will support and lead intent management, planning, and refinement processes to ensure intent is prioritized and delivered accordingly. Execution of ad-hoc reporting to support issue management and run the engine efforts within the team is also required. We work closely with our Services and Technology teams to ensure the features we deliver meet the intent of our business owners.

• Works on cross-functional team to implement rewards related intent; may drive work stream
• Educates internal customers on rewards functionality and design options
• Assesses viability of new rewards product configurations/requirements
• Supports the configuration of Rewards earning and redemption capabilities, as well as digital content
• Partners with Technology teams to integrate new technology/infrastructure enhancements into the business as usual environment
• Proactively manages risk in both individual and team delivery processes
• Defines and maintains test cases with expected outcomes for rewards configuration testing
• Performs test execution within complex integrated systems
• Ensures the logging, tracking, communication, and resolution of testing issues and defects
• Facilitates intent walkthrough meetings, including thorough documentation to ensure execution matches intent requirements
• Drives improvements to existing testing processes, methods, and tools
• Establishes and maintains strong relationships with up and downstream teams
• Acts as a subject matter expert to effectively partner across multiple teams to achieve desired outcome or improvement by clarifying needs and providing appropriate solutions
• Leads and support intent management, planning, and refinement processes, as well as collaborating with stakeholders on larger initiatives
• Identifies and implements process improvements driving issue resolution/risk mitigation activities
• Develops and maintains formal process documentation including procedures and process flow diagrams

• Bachelor's Degree or military experience with at least 2 years of process management experience, or at least 3 years of process management experience

• At least 1 year of experience with G Suite
• At least 2 years of process or project management experience

• Master's Degree
• Lean, Agile or Six Sigma or Business Process Management, or Project Management certification

• 3+ years of process or project management experience
• 1+ years of experience in Product operations, Product delivery or Marketing delivery
• 1+ years of experience working with analytical or software engineering teams
• 1+ years of experience in problem solving
• 1+ years of experience in financial, banking, data, and technology areas