Fulfillment Operations Manager - PULSE

Capital One • Houston, TX

1d • Onsite

About The Position

The PULSE Operations Fulfillment team executes processes vital to ensuring the timely and accurate onboarding setup of new network participants. As Fulfillment Operations Manager, you will be responsible for managing the end-to-end Fulfillment process including intake, keying, and review functions. You will have direct management responsibilities for a team of ~5 domestic PULSE Operations associates, and indirect management responsibilities for up to 10+ offshore contractors that support Fulfillment. You and your team will refine process monitoring to measure and manage throughput, timeliness, and quality of onboarding activities; monitoring performance trends and establishing benchmarks to ensure customer and internal partner service level targets are met. You and your team will partner with Operations teammates to ensure Fulfillment processes are well-documented and that appropriate controls are in place and consistently performed to effectively manage process risk. Lastly, you will collaborate with PULSE Product and Tech associates to explore how new technologies can help to redesign Fulfillment processes and improve the consistency and speed of Onboarding activities. We are seeking dedicated, disciplined, process professionals who excel in a team environment and are experts in process improvement. This individual will have demonstrated that they can improve company processes in the past, resulting in saving time and resources for the company. This individual must be able to effectively communicate and influence partners across the company and across multiple levels of the organization. Strong analytical skills, attention to detail, and the ability to adapt to a dynamic agile environment are essential to succeeding in this role. This individual must display strong leadership skills and be able to drive and motivate a team in delivering flawless execution of process improvement projects.

Requirements

• Bachelor's Degree or Military experience
• At least 2 years of experience in Process management
• At least 2 years of experience in Project management
• At least 2 years of experience in People management
• At least 2 years of experience in Relationship management

Nice To Haves

• Master’s Degree in Business Management, Process Management, Project Management, Risk Management, Communications, Computer Science or Information Systems
• Lean certification or Six Sigma certification
• At least 5 years of experience in Process management
• At least 5 years of experience in 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

Responsibilities

• Creating and validating processes
• Designing and producing metrics used to measure efficiency and effectiveness
• Driving process improvements aligned with desired customer outcomes
• Analyzing, identifying, and correcting data issues with systems used or owned by a department
• Providing subject matter expertise on processes when representing the department in projects and other meetings
• Managing and leading a team of associates and contractors

Benefits

• performance based incentive compensation
• cash bonus(es)
• long term incentives (LTI)
• comprehensive, competitive, and inclusive set of health, financial and other benefits that support your total well-being

What This Job Offers

• Job Type: Full-time
• Career Level: Manager