Manager, Project Management (Customer Service Platforms)

Capital One•McLean, VA

5d•$138,100 - $173,400

About The Position

This role is for a Manager, Project Management focusing on Customer Service Platforms at Capital One. The position involves providing critical L2 Process oversight for core platforms supporting marketing, credit line management, and balance transfer programs. The goal is to enable faster innovation while maintaining high standards and driving business value. The role requires acting as a leader and subject matter expert in well-managed delivery execution, collaborating with 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

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.
Own, operate, and document end-to-end processes; identify failure modes; and develop/maintain controls to ensure compliance and risk reduction.
Build collaborative relationships with key stakeholders across all levels to drive transparency, gain buy-in, manage expectations, and influence outcomes.
Drive process improvements and automation by aligning with customer outcomes and leveraging emerging technology.
Lead the resolution of complaints and risk events, ensuring ongoing process health through robust metrics and monitoring.
Ensure adequate testing outcomes and observations are seamlessly incorporated into operational resilience and continuous improvement cycles.