Principal Associate, Process Manager - Client Engagement & Issue Resolution

Responsibilities

• Complaint Identification & AI Automation: Sift through customer emails and ServiceNow tickets to proactively flag potential complaints and systemic issues within the payments ecosystem. Devise, build, or utilize AI automation flows to streamline this intake and deep root cause analysis process.
• Strategic Prioritization: Log identified anomalies into our Governance, Risk, and Compliance (GRC) application or translate systemic problems into quantified business cases (calculating $ value and business impact) for product improvement prioritization.
• Data-Driven Insights & Incremental Improvements: Access and analyze complaint data to glean actionable insights. Use these findings to drive process enhancements and make continuous, incremental improvements to the customer payment experience.
• Intake Tool Optimization: Audit and evaluate our current client engagement and intake tools. Design and implement improvements to how engagements and complaints are logged to ensure data accuracy, transparency, and operational efficiency.
• Process Oversight & Documentation: Lead and own the oversight of process improvement work. Develop and maintain formal process documentation, including procedures and process flow diagrams.
• Leadership: Act as a subject matter expert, effectively partnering with project customers to clarify needs and provide appropriate solutions.

Requirements

• High School Diploma, GED, or equivalent certification
• At least 3 years of experience in Project Management, Process Management, or Process Engineering, including experience in data analysis
• At least 3 years of experience in complaint resolution, issue remediation, or operational risk mitigation
• At least 2 years of experience with the payments ecosystem and customer payment experience.
• Bachelor's degree in Business, Operations, or a related field, or equivalent military experience.
• Certification in Lean, Agile, Six Sigma, Business Process Management, or Project Management.
• Experience utilizing ServiceNow, GRC applications, or similar enterprise workflow/risk tools, and constructing quantified business business cases (including ROl/financial impact) or performing root-cause analysis.
• Experience building or utilizing Al automation tools, such as Google Gemini, for workflow optimization or data analysis.
• At this time, Capital One will not sponsor a new applicant for employment authorization for this position.
• Chicago, IL: $98,900 - $112,900 for Principal Process Manager
• Houston, TX: $98,900 - $112,900 for Principal Process Manager
• McLean, VA: $108,900 - $124,300 for Principal Process Manager
• Richmond, VA: $98,900 - $112,900 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

Additional Information

Principal Associate, Process Manager - Client Engagement & Issue Resolution 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 your customer each time. You will play a key role in delivering processes that directly impact the company's bottom line, serving as the critical link between customer feedback, payment experiences, and product enhancement. We are seeking dedicated, disciplined process professionals who are naturally curious and possess exceptional critical thinking skills. You should have a relentless drive to resolution and a genuine desire to make a positive impact on the customer experience. This role requires a blend of analytical rigor, technical aptitude, and strategic communication. If you love digging into the details, leaning on AI to solve complex problems, and collaborating across teams to negotiate the best outcomes, this is an excellent opportunity to continue your career in Process Management.

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