Principal Process Manager, CX Operations

Capital One
Glen Allen, Virginia
Apr 08, 2021
May 08, 2021
Full Time
Knolls 4 (12021), United States of America, Glen Allen, Virginia

Principal Process Manager, CX Operations

The Principal Process Manager in CX Operations works within a team leveraging process engineering methodologies to improve processesor redesign initiatives. They collect and analyze data for supporting recommendations and implement changes to reduce risk, improve efficiency in the bank back office processes. The Principal Process Manager will also collaborate on project teams and broader enterprise initiatives to represent business for changes that may impact department processes.

General Responsibilities:
  • Leverage DMAIC tools to improve processes, and reduce risk, and improve customer experience
  • Support CX operations imperatives, with a specific early focus on mitigating risk, driven by Non Public Information in our processes
  • Work closely with Project, Product and Design teams to collaborate on processes, requirements and testing of new applications prior to implementation
  • Leverage agile methodologies to perform work, within smaller teams
  • Collect, analyze and measure process data, to initiate sustainable business practices and procedures and for reporting to senior leadership and executives; review data for trends and gaps in the process that may require additional review.
  • Resolve complex problems, where expertise is required to interpret against policies, guidelines or processes; escalate breakdowns in the process by asking the right questions and identify/ involve the right stakeholders to correct breakdowns.
  • Develop formal process documents (e.g. maps, and diagrams), and document processes and projects (creating project reports, presentations, business cases, and diagrams)
  • Develop CTQ's and metrics to measure the health of existing, new or recently changed processes. Collaborate with operations teams to sustainably transition ownership where appropriate to production leaders.
  • Periodically collaborate on larger initiatives, including representing departments on broader change control forums for input and to represent department interests; may challenge forum decisions if project outcome impacts department processes. May 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 training to internal customers on specific processes being changed; may deliver presentations, including up to the executive level.

Basic Qualifications:
  • High School Diploma, GED, or equivalent certification
  • At least 3 years of Process Management or Project Management or Risk Management experience
  • At least 1 year of experience supporting technology teams

Preferred Qualifications:
  • Bachelor's Degree or military experience
  • 4+ years of experience in a Process or Project Management role
  • 1+ years of experience working in an Agile environment
  • 1+ years of experience with Data Visualization Reporting tools
  • 1+ years of experience with AWS
  • AWS Certified Solutions Architect - Associate certification
  • Lean, Agile, Six Sigma, Business Process Management, or Project Management certification
  • At least 1 year of experience with JIRA

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