Manager, Project Management (Customer Service Platforms)

Capital One•Richmond, VA

About The Position

Manager, Project Management (Customer Service Platforms) 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. This is a uniquely exciting time to join our team and help us shape the future of delivery at scale. You’ll be tasked with helping transform our 'Well Managed' control suite—making it more automated, effective, and resilient. In this role, you’ll provide critical L2 Process oversight for our core platforms which support our marketing, credit line management, and balance transfer programs—ensuring we can innovate faster while maintaining the high standards that drive real business value. By helping us build ‘better brakes,’ you’ll play a key role in enabling our internal customers to deliver safely and at speed. Serving as the leader and subject matter expert on well-managed delivery execution, you’ll collaborate with smart, passionate stakeholders in Risk, Product, Tech, and Data to drive process innovation, manage the ecosystem, and influence impactful results.

Requirements

Bachelor’s Degree or Military experience
At least 4 Years of Project Management experience
At least 1 Year of People Management experience

Nice To Haves

Masters Degree or MBA
5+ years of Project Management experience
2+ years of People Management experience
PMP, Lean, Agile or Six Sigma certification

Responsibilities

Problem Solving & Consulting : Leverage expertise to solve complex problems, influence product design, and consult on new initiatives, distilling high-level intent into resilient, well managed pragmatic requirements and implementation plans.
Process Management & Risk Mitigation : Own, operate, and document end-to-end processes; identify failure modes; and develop/maintain controls to ensure compliance and risk reduction.
Stakeholder Engagement & Influence : Build collaborative relationships with key stakeholders across all levels to drive transparency, gain buy-in, manage expectations, and influence outcomes.
Continuous Improvement & Innovation : Drive process improvements and automation by aligning with customer outcomes and leveraging emerging technology.
Operational Resilience : Lead the resolution of complaints and risk events, ensuring ongoing process health through robust metrics and monitoring.
Audit & Testing : Ensure adequate testing outcomes and observations are seamlessly incorporated into operational resilience and continuous improvement cycles.