Capital One Senior Associate Project Manager Product Operations 

United States, Virginia, Richmond 

35518139

Senior Associate, Project Manager (Product Operations) - Business Cards & Payments

As ayou will ensure the Product organizations success by stewarding best practices for always-on customer synthesis, streamlining the overhead of bringing products to market, performance monitoring and ultimately setting the team up to scale consistently with low friction.

Key Aspects of this role:

• Customer feedback collection and analysis:Establishing always on systems for gathering and synthesizing customer feedback on in market experiences focused on identifying pain points and areas for service improvement.

• Data-driven decision making:Utilizing customer data to analyze trends, identify patterns, and inform service optimization strategies.

• Process optimization:Streamlining service delivery workflows, identifying bottlenecks, and implementing improvements to increase efficiency and reduce customer wait times.

• Knowledge management:Creating and maintaining a centralized knowledge base to empower service agents with readily accessible information to resolve customer issues effectively.

• Agent performance monitoring:Tracking key performance indicators (KPIs) of service agents to identify areas for training and development.

• Cross-functional collaboration:

As a Project Manager on the team you will:

• Work on large to medium-scale department projects that span horizontally across BC&P

• Manage product delivery lifecycle by establishing and maintaining routines, scope of deliverables, timelines, and accountability

• Work with partners and team members to assist in project planning and design.

• Leverage problem solving skills to ensure project plans deliver on intent and maintain key project documentation

• Forge relationships with key stakeholders to ensure delivery of commitments

• Identify ways to improve and streamline business process

• Collaborate with a variety of partners on executing comms around our program strategy

• Demonstrate excellent change management, bringing the ability to quickly put change management structure in place to manage change in a dynamic complex environment

• Understand key priorities and complex issues quickly for the larger organization and create clear written presentations/communications

• Identify continuous improvement opportunities using multiple data-driven approaches

Basic Qualifications:

• Bachelor’s Degree or Military experience

• At least 2 years of Project Management experience

Preferred Qualifications:

• 3+ years of Project Management experience

• 2+ years of experience leading horizontal projects in a large, complex and in matrixed organization

• PMP, Lean, Agile or Six Sigma certification

McLean, VA: $94,600 - $107,900 for Sr. Project Manager New York, NY: $103,200 - $117,800 for Sr. Project Manager Richmond, VA: $86,000 - $98,200 for Sr. Project ManagerThis 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.

. Eligibility varies based on full or part-time status, exempt or non-exempt status, and management level.

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 . All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations.