West Creek 8 (12080), United States of America, Richmond, Virginia

Manager, Process Management

As a Manager of Integrated Mission Control (IMC) within the Channels organization, you have a unique and exciting opportunity to lead a team of associates in delivering processes that add business value, drive real-time network improvements, and create a best in class customer and agent experience. You will lead a team of associates in delivering flawlessly executed processes that improve business efficiency and drive meaningful results.

Within IMC as a Manager, you will be accountable for a 24 x7 operation with core functions revolving around real time monitoring of the Card and Bank call center network and ensuring the health of the agent & customer experience. Engagement with call center operations stakeholders (including senior leadership) and key product and technical partners is a critical component of this role.

With large-scale network transformations and workforce modernization efforts happening in today’s environment, this is an exciting opportunity to develop strategies that will enhance and elevate IMC’s intra-day insights and communication model to best support this evolving and dynamic network. The ideal candidate will have experience working in a strategy-oriented team, strong relationship-building and people management skills, creative problem-solving skills, and the ability to work in white space with unclear problem statements.

Key Responsibilities:

• Partner with workforce management and operational stakeholders to deliver critical operational goals

• Serve as a point of escalation and lead efforts with technical resources on incidents related to agent or customer facing systems or applications

• Develop and drive an agenda for the IMC support model throughout innovative workforce modernization and network simplification efforts

• Develop strategic ideas by leveraging technology to solve business challenges, including increased simplicity and flexibility

• Leverage real-time data and digital tools to enhance IMC’s intra-day insights and communication strategy and optimization of intra-day support

• Accountable for real-time communications and reporting that has a reach across the entire call center network and exposure to a senior level audience

• Support call center readiness through major network evolutions (partner conversions, product evolutions, supplier onboarding, etc.)

Location: This role is hybrid, where you will be expected to spend about half of your working time in the office and half working virtually.

Basic Qualifications:

• High School Diploma, GED or equivalent certification

• At least 2 years of experience in Process or Project management

• At least 2 years of experience in People management

• At least 2 years of experience in relationship management

Preferred Qualifications:

• Master’s Degree or military experience

• Lean certification or Six Sigma certification

• At least 5 years of experience in Process or Project management

• At least 5 years of experience in people management

• At least 5 years of experience in complex problem solving

• At least 5 years of experience in relationship management

At this time, Capital One will not sponsor a new applicant for employment authorization for this position.

Capital One offers a comprehensive, competitive, and inclusive set of health, financial and other benefits that support your total well-being. Learn more at the Capital One Careers website (https://www.capitalonecareers.com/benefits) . Eligibility varies based on full or part-time status, exempt or non-exempt status, and management level.

This role is expected to accept applications for a minimum of 5 business days.

No agencies please. Capital One is an equal opportunity employer committed to diversity and inclusion in the workplace. All qualified applicants will receive consideration for employment without regard to sex (including pregnancy, childbirth or related medical conditions), race, color, age, national origin, religion, disability, genetic information, marital status, sexual orientation, gender identity, gender reassignment, citizenship, immigration status, protected veteran status, or any other basis prohibited under applicable federal, state or local law. Capital One promotes a drug-free workplace. Capital One will consider for employment qualified applicants with a criminal history in a manner consistent with the requirements of applicable laws regarding criminal background inquiries, including, to the extent applicable, Article 23-A of the New York Correction Law; San Francisco, California Police Code Article 49, Sections 4901-4920; New York City’s Fair Chance Act; Philadelphia’s Fair Criminal Records Screening Act; and other applicable federal, state, and local laws and regulations regarding criminal background inquiries.

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