Senior Associate, Change Management Process Manager | Retail Bank

Senior Associate, Change Management Process Manager | Retail Bank

We are seeking a highly motivated and detail-oriented professional to join our START team as a Change Management Process Manager. A successful candidate is a proactive problem-solver with exceptional organizational skills, capable of navigating a fast-paced environment while managing complex stakeholder expectations. In this role you will be the backbone of the START process, ensuring that change initiatives—ranging from testing to major projects—move through our ecosystem seamlessly.

You will act as a Knack SME, a process advisor, and a critical bridge between Product Managers, Developers, and Risk partners to ensure every initiative is well‑managed.

• Process Execution & Intake Management
  • Validate and manage high‑priority intakes (Testing and Projects).
  • Perform reviews of audiences, appropriate dates, and requirements to ensure all initiatives are "Ready for Scoping."
• System Stewardship
  • Manage the START tool backend, facilitate initiative stages, troubleshoot issues, and ensure data integrity across the platform.
• Meeting Facilitation
  • Lead daily Scoping Meetings on a rotating basis, coordinate POCs, capture resources, and follow up on next steps.
• Stakeholder Engagement & Communication
  • Manage the START Slack channel and mailbox with high responsiveness.
• Capacity & Metric Oversight
  • Manage operational capacity per protocols, negotiate delivery dates when necessary, and provide volume metrics for Monthly Business Reviews (M ).
• Risk & Governance Collaboration
  • Partner with Risk, Cybersecurity, and Audit functions to provide reporting, walkthrough visuals, and sampling data to ensure compliance.
• Team Mentorship & Development
  • Mentor new team members, engage in cross‑training across Bank Voice and C&O, and collaborate with Product Managers to influence results through data‑driven storytelling.

• Basic Qualifications
  • High School Diploma, GED, or equivalent certification.
  • At least 2 years of experience in Process Management, Project Management, or Retail Operations.
  • At least 1 year of experience in Customer Service or Relationship Management.
  • At least 1 year of experience with Google Suite such as Google Docs, Sheets, Slides, etc.
• Preferred Qualifications
  • Bachelor’s Degree or military experience.
  • 3+ years of experience in Process or Project Management BPM, Lean, or Six Sigma Certification.

McLean, VA: $88,800 - $101,300
Richmond, VA: $80,800 - $92,200
Wilmington, DE: $80,800 - $92,200

Role eligible to earn performance‑based incentive compensation, including cash bonus(es) and/or long‑term incentives (LTI). Incentives may be discretionary or non‑discretionary depending on the plan.

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 and considers qualified applicants with a criminal history in a manner consistent with applicable laws and regulations. All information provided will be kept confidential and used only to the extent required to provide reasonable accommodations.

Capital One offers a comprehensive, competitive, and inclusive set of health, financial, and other benefits that support your total well‑being. Eligibility varies based on full or part‑time status, exempt or non‑exempt status, and management level.