Manager, Process Management, Hardware Strategy (Hybrid)

Capital One • Richmond, VA

20h • Hybrid

About The Position

As the Manager of Process Management for Hardware Strategy, you will lead the evolution of our physical customer touchpoints. You are responsible for the Customer Experience Hardware Strategy, ensuring our fleet is modern, functional, and aligned with user needs. This role oversees the entire hardware lifecycle—from strategic procurement to the flawless execution of large-scale deployment projects.

Requirements

• High School Diploma, GED, or equivalent certification
• At least 5 years of experience in Process or Project Management
• At least 3 years of experience using Google Sheets or Microsoft Excel
• Technical Intuition: You have a high "data IQ" and can quickly spot anomalies in a spreadsheet that others might miss.
• Hardware Vision: You understand how physical hardware impacts digital customer sentiment and can strategize accordingly
• Analytical Discipline: You maintain extreme attention to detail and data integrity in a fast-paced, agile environment.

Nice To Haves

• Bachelor’s Degree or Military Experience
• 1+ year of experience in Hardware Procurement
• 5+ years of experience in Vendor Relationship Management
• Lean or Six Sigma certification

Responsibilities

• Analyze complex datasets to identify and recommend long-term strategies for both ATM and non-ATM Branch Hardware.
• Build and maintain information to predict hardware lifecycles and future technology needs across the branch network.
• Translate hardware performance metrics into actionable roadmaps for future physical customer touchpoints.
• Ensure the flawless execution of hardware-related projects, including installations, upgrades, and branding transitions.
• Collaborate with senior leaders and cross-functional partners to gain buy-in for hardware investments and strategic shifts.
• Create and modify rigorous processes for hardware testing, validation, and maintenance to minimize downtime.
• Develop and maintain the roadmap for hardware, ensuring our fleet provides a premium and intuitive customer experience.
• Oversee the sourcing and acquisition of hardware, managing vendor relationships to ensure quality, cost-efficiency, and timely delivery.
• Serve as the subject matter expert in data tracking by building complex formulas.
• Proactively audit datasets to identify errors in logic, broken formulas, or reporting gaps.
• Analyze upstream and downstream impacts of hardware changes, ensuring all risks are identified and remediated during rollout.

Benefits

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

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED
• Number of Employees: 5,001-10,000 employees