Senior Associate Process Manager- Customer Protection- Hybrid

Senior Associate Process Manager - Customer Protection (Hybrid)

As a Senior Process Manager for Capital One’s Retail Bank Customer Protection Organization, you will support and transform the customer and agent servicing experiences. You will work with cross‑functional teams, influence strategy and implementation, and drive technology and process improvements that deliver breakthrough business results.

• Develop and maintain formal process documents (e.g., maps, diagrams) and project artifacts such as reports, presentations, business cases, and diagrams.
• Own data quality and performance metric reporting (e.g., Tableau).
• Lead coordination of initiatives to ensure timely completion (e.g., Yearly Audit with Ops, consolidation efforts).
• Proactively suggest procedure and process improvements and lead rebuild efforts when needed.
• Translate AI‑driven insights into actionable business outcomes for leadership.
• Identify risk triggers and trends across value streams in broader forums.
• Perform annual review of written documentation in the Shared Drive (maintain version and verification dates).
• Support pod ceremonies, planning, and documentation.
• Coordinate, influence, and elevate impediments as needed to create transparency and meet line‑of‑business and departmental needs.
• Ensure completion of second approvals in the system of record.
• Resolve complex problems that require interpretation of policies, guidelines, or processes, escalating as necessary.
• Participate in cross‑functional project teams, providing input, liaising with training, and partnering with groups on execution efforts.
• Utilize a wide range of tools to deliver process improvements such as variation reduction, waste elimination, or risk mitigation.
• Sustain a well‑managed, process‑driven environment.
• Document processes using Business Process Management artifacts and share best practices with the broader team.

• High School Diploma, GED, or equivalent certification.
• At least 1 year of Project or Process Management experience.
• At least 1 year of experience using Google Suite or Microsoft Office.

• At least 2 years of Project or Process Management experience.
• BPM, Lean, or Six Sigma certification.
• At least 1 year of experience applying AI prompting for process management efficiency.
• At least 1 year of customer service experience.
• At least 1 year of fraud experience.
• At least 1 year of experience using Jira.

• McLean, VA: $88,800 – $101,300 for Senior Process Manager
• Richmond, VA: $80,800 – $92,200 for Senior Process Manager

This role is hybrid, requiring three days per week in the office and the remainder working virtually.

Capital One will not sponsor employment authorization for this position.

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 qualified applicants with a criminal history in a manner consistent with the requirements of applicable laws regarding criminal background inquiries. All information you provide will be kept confidential and used only as required to provide reasonable accommodations.