Manager, Project Management - Card Customer Assist

Capital One • McLean, VA

1d

About The Position

Manager, Project Management - Card Customer Assist Capital One, a Fortune 500 company and one of the nation’s top 10 banks, offers a broad spectrum of financial products and services to consumers, small businesses and commercial clients. Our goal is to create one of the nation’s great banks, and we have the necessary ingredients: a strong balance sheet, resilient businesses, a massive customer franchise, strong analytical capabilities, and great people. We nurture a work environment where people with a variety of thoughts, ideas and backgrounds, guided by our shared values, come together to make Capital One a great company – and a great place to work. As a Manager Project Manager at Capital One, you will drive strategy and execute on high priority projects for the company. You will work with smart and passionate people to deliver results that have a direct impact on the company’s bottom line. You will take on important and exciting responsibility from day one, working with key stakeholders across the company. You will be challenged to excel and lead alongside the brightest talent in the industry and be rewarded for your achievements. As the Project Manager for the Card Customer Assist Go-To-Market workstream, you will lead the critical transition of our autonomous AI agent from an associate pilot to a scaled production experience serving over 50 million customers. You will be responsible for orchestrating the complex launch of new Customer Need Resolutions (CNRs) across four key pillars: customer selection, pilot readiness, participant engagement, and data-driven learning objectives. Your leadership will ensure that technical readiness, risk mitigation, and operational support models align seamlessly to meet ambitious rollout targets through 2026.

Requirements

• Bachelor’s Degree or Military experience
• At least 4 years of Project Management experience

Nice To Haves

• Masters Degree or MBA
• 5+ years of Project Management experience
• 1+ year of project management experience with Agentic AI
• 1+ year of experience in managing the lifecycle of a federated contribution program, including the enforcement of peer-review protocols and submission workflows
• 2+ years of experience using Jira or Confluence
• 1+ year of experience working in a highly regulated financial environment ensuring AI products adhere to compliance and consumer protection (UDAAP) requirements
• PMP, Lean, Agile or Six Sigma certification
• Strong communication, problem solving and collaboration skills

Responsibilities

• Program management, artifact centralization, governance tracking and well-managed delivery for the Card Customer Assist go to market workstream.
• Collaborate with teams on federation approach to enable future governance and onboarding to Card customer assist across Card, and other LOBs.
• Manage the phased transition of cohorts from initial Live Test Account (LTA) testing through scaled associate pilots, ensuring system stability of Customer Assist.
• Facilitate formal "Go/No-Go" stage gates by verifying technical readiness, operational readiness, and risk mitigation.
• Define the strategic program plan and "assembly line" delivery process to federate onboarding capabilities, allowing other lines of business to independently build and integrate customer needs into the CA framework.
• Leading moderate to large complex projects and programs by providing strategic direction to projects, peers, and direct reports.
• Designing, developing, and managing project plans in a complex dynamic environment, revising needs to meet changing requirements
• Ensuring projects are being documented appropriately to mitigate risk and to be delivered on time.
• Leveraging problem solving and influencing skills to ensure project plans deliver on intent
• Partnering cross-functionally with project customers to provide strategic and tactical thought partnership to effectively drive project delivery
• Building relationships and collaborating with key stakeholders to ensure delivery of commitments
• Exhibit outstanding influencing skills to effectively drive project / program efforts
• Demonstrate a proven track record of excellent project management, bringing the ability to quickly put structure in place to manage work in a dynamic complex environment.
• Display a passion for coaching and developing a team of associates through their leadership style
• Have excellent communication and partnership skills which are essential for interacting and communicating with key stakeholders at all levels across the company to manage, inform and influence outcomes

What This Job Offers

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