Capital One Process Excellence Manager Hybrid 

United States, Virginia, Richmond 

765476054

Lead Strategic Direction

• Partner closely with org-level leaders to ensure strategic alignment of process work across the Customer Operations organization. Specifically ensuring a focus on (1) Process intent delivery and operational readiness (2) servicing strategy to org leaders and (3) influencing product roadmaps through the delivery of insights and strategic listening

• Inform our strategic programs and initiatives, partnering with project and product teams to represent the customer and agent perspective to design to develop processes that track progress, identify and address issues

• Lead high impact transformation initiatives and change management, contributing to the overall outcomes, definition, scoping, design, and delivery of the business

Influence

• Create process & delivery roadmaps in partnership with tech, product, ops and intent teams with a focus on human centered design

• Ensure the design is built for agents and Customers

• Create and deliver presentations to our leadership to guide and influence discussions and decisions

Lead Horizontally

• Create, establish, and manage communications across teams to ensure optimal engagement of associates and leaders

• Consult with business partners to understand complex problems with a goal of resolving issues and/or escalating road-blocks as necessary to meet business deadlines

• Help deep-dive, analyze, and solve ambiguous problems

• Work with transformation teams to develop recommendations to stakeholders

West Creek 5 (Richmond, VA) or Center 2 (McLean, VA) - this role isHybrid, where you will be expected to spend 3 days per week working in office and the remainder of the week working virtually.

Basic Qualifications

• High School Diploma, GED, or Equivalent Certification

• At least 2 years of People Management experience

• At least 4 years of Process Management experience

• At least 2 years of Microsoft Office or Google Suite experience

Preferred Qualifications

• Bachelor's Degree or Military Experience

• PMP, Lean, Agile, or Six Sigma certification

• At least 2 years of experience delivering large-scale initiatives in support of organizational change

• At least 5 years of Process Management experience