Process Manager, PULSE Fulfillment Team

Process Manager, PULSE Fulfillment Team

The PULSE Fulfillment Team is responsible for transforming customer paperwork into seamless service delivery. Our team manages the end‑to‑end process flow by meticulously reviewing customer inputs, validating critical information, and accurately keying cases into our Business Process Management (BPM) system. We pride ourselves on executing with precision to meet strict delivery timelines, but we don't just follow the process—we actively refine it.

By continuously identifying workflow bottlenecks, standardizing procedures, and collaborating on system enhancements, our team ensures high data integrity and operational efficiency, ultimately guaranteeing a flawless and timely experience for every customer.

• Team Leadership:
  Manage, coach, and develop a team of case entry specialists, fostering a culture of high performance, accuracy, and continuous improvement.
• Workflow Management:
  Monitor daily queues within the BPM system to ensure balanced workloads and prevent backlog.
• Quality Assurance:
  Conduct regular audits and reviews of keyed cases to ensure data integrity, compliance with internal standards, and minimal error rates.
• SLA & Delivery Management:
  Track key performance indicators (KPIs) to ensure all cases are keyed and processed within established turnaround times.
• Escalation Handling:
  Serve as the primary point of contact for complex cases, system errors, or delivery delays, resolving issues swiftly to maintain business continuity.
• Training & Onboarding:
  Develop and maintain up‑to‑date standard operating procedures (SOPs) and lead the onboarding program for new hires.
• Reporting:
  Generate weekly and monthly performance reports for senior management, highlighting team productivity, error rates, and system performance.
• Process Optimization:
  Identify bottlenecks or inefficiencies in the current BPM workflows and collaborate with IT or process engineering teams to implement system enhancements.
• Regulatory Adherence & Risk Mitigation:
  Direct the team in upholding strict compliance with regulatory frameworks and data privacy protocols during routine case processing, guiding their efforts to identify risks and apply preventative controls within the workflow.
• Audit Readiness & Training Execution:
  Ensure the team effectively balances their core processing goals with compliance duties, maintaining overall audit readiness, managing incident reporting, and keeping up-to-date with mandatory regulatory training.

• Bachelor’s Degree or Military experience
• At least 4 years of Process or Risk Management experience
• At least 3 years of Project Management experience
• At least 2 years of Continual Improvement experience
• At least 1 year of experience in People management
• At least 2 years of Jira experience

• Masters or MBA degree
• 5+ years of experience in Process management
• 4+ years of experience in Project management
• 2+ years of experience in People management
• PMP, Lean, Agile or Six Sigma certification
• Strong communication and collaboration skills
• Strong problem solving and influencing skills
• Work experience achieving results with complex projects

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

Minimum and maximum full‑time annual salaries for this role are listed below, by location:

• Houston, TX: $122,100 - $139,400 for Manager, Process Management
• Richmond, VA: $122,100 - $139,400 for Manager, Process Management
• Other locations: salary range will align with local market and inclusion in the offer letter.

Eligible for performance‑based incentive compensation, including cash bonuses and/or long‑term incentives.

Capital One is an equal opportunity employer (EOE, including disability/veteran) committed to non‑discrimination in compliance with applicable federal, state, and local laws.

Capital One promotes a drug‑free workplace.

Capital One will consider qualified applicants with a criminal history in a manner consistent with applicable laws.

For accommodations during the application process, please contact Capital One Recruiting at 1‑800‑304‑9102 or email Recruitin

Contact:  for technical support or questions about Capital One’s recruiting process.

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