Principal Associate, Process Manager

In this role you will:

• Oversee and manage project progress and outstanding tasks, using a tracking system to ensure all deadlines are met efficiently.
• Manage a primary support channel, collaborating with technical leads to respond to customer inquiries, troubleshoot issues, and ensure their timely resolution.
• Serve as the main point of contact for frontline and escalated customer support, keeping internal teams informed and escalating critical issues as needed.
• Establish a transparent process for customer feature requests, enabling customers to see submitted ideas and contribute to prioritizing those that will have the most significant impact.
• Define, document, and monitor key performance indicators (KPIs) for support operations, such as average response time, issue resolution time, and weekly support volumes, to inform resource allocation and budget planning.
• Lead efforts to improve existing support documentation and create new materials to address frequently encountered customer issues.
• Identify recurring themes and product deficiencies, then propose feature enhancements to address these opportunities.
• Increase automation in issue identification and resolution by expanding the use of virtual assistant tools within support channels.
• Drive the creation of a dashboard to display key performance indicators (KPIs), offering customers transparent views of ongoing tasks and completed requests.
• Analyze current customer onboarding processes for content development and management systems to identify areas for improvement and define key performance indicators (KPIs) to monitor progress.

Basic Qualifications:

• Bachelor's Degree
• At least 1 year of experience with Microsoft Office or G Suite
• At least 1 year of process management experience

Preferred Qualifications:

• Bachelor's Degree or military experience
• Lean, Agile, Six Sigma, Business Process Management, or Project Management certification
• At least 2 years of experience in Process Management

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.

McLean, VA: $102,700 - $117,200 for Principal Process Manager

New York, NY: $112,000 - $127,800 for Principal Process Manager

Richmond, VA: $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 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 RecruitingAccommodation@capitalone.com. 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 Careers@capitalone.com

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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).