Principal Associate, Project Management - User Support

Capital One
McLean, Virginia
Jul 02, 2022
Aug 01, 2022
Full Time
Center 2 (19050), United States of America, McLean, Virginia

Principal Associate, Project Management - User Support

Capital One's Digital Commercial Banking team is defining the roadmap for the bank's overall digital strategy, designing new, early stage products and services, and accelerating delivery through innovative methods and technologies. We are a high-tech company with an innovation laboratory within the only founder-led top 10 bank in the U.S.

As a Principal Associate, Project Management and User Support for Capital One's Digital Commercial Bank, you will be part of a smart, talented team responsible for delivering industry leading user support experience. In this exciting role, you will work closely with end-users to understand their business needs, system issues, and opportunities; and partner with key stakeholders to understand product capabilities and changes. An ideal candidate will have empathy for our users, deep understanding of our products, and be comfortable navigating user-level data to identify training opportunities, process improvements, and potential feature enhancements.

Responsibilities Include:
Support and serve as Subject Matter Expert for Commercial Bank applications
Resolve complex problems or transactions, where expertise is required to interpret against policies, guidelines or processes; escalate breakdowns in the process by asking the right questions and identify and involve the right stakeholders to correct breakdowns
Provide day to day oversight of multiple processes: monitor, report, and plan process improvement or redesign initiatives
Understand and communicate upstream and downstream impacts of application changes
Define, establish, and manage process controls; identify process improvement opportunities and implement them through collaboration with other groups such as Change Management, Product Management and Tech
Maintain formal process documents (e.g. procedures, job aides and guides), and document processes and projects
Participate in cross-functional project teams, including projects driven by other parts of the organization, to provide input, liaise with training, and partner with groups on execution efforts
Provide customer service and training to internal customers on specific processes they manage
Provide continuous feedback to improve and maintain application efficiency within an Agile environment
Engage regularly in dialogue as a subject matter expert to provide a cross-functional perspective and advocate for user experience

Basic Qualifications:
Bachelor's Degree or Military Experience
At least 3 years of experience in Microsoft Office or G Suite
At least 3 years of experience in Process Management, Project Management, Relationship Management or Risk Management

Preferred Qualifications:
At least 4 years of experience in process management
At least 4 of experience in project management
At least 2 years commercial banking or financial services experience

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

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, race, color, age, national origin, religion, physical and mental disability, genetic information, marital status, sexual orientation, gender identity/assignment, citizenship, pregnancy or maternity, protected veteran status, or any other status prohibited by applicable national, 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.

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.

For technical support or questions about Capital One's recruiting process, please send an email to

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Capital One Financial is made up of several different entities. Please note that any position posted in Canada is for Capital One Canada, any position posted in the United Kingdom is for Capital One Europe and any position posted in the Philippines is for Capital One Philippines Service Corp. (COPSSC).

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