Principal Associate, Process Management - Card (Hybrid)

Capital One • McLean, VA

1d • Hybrid

About The Position

As a Principal Process Manager on the Campaign Management and Execution Team, you will be part of a smart, talented team engaged in our customer engagement journey from Acquisitions to Servicing within Personal Loans. This role will directly support overall strategy, driving new and innovative opportunities for the Campaign Management and Execution team, leading our Chat and IVR processes, partnering with stakeholders, and leading the delivery of quality measurements, providing effective/measurable feedback, and process improvements. We are seeking dedicated, disciplined, process professionals who excel in a team environment. This person will have excellent communication skills, attention to detail, and have the ability to adapt to change quickly. Being detail oriented along with the ability to connect dots among all the different teams/systems is key to success in this position. This is an excellent opportunity to continue your career in the field of Process Management. Must work with a team, as well as internal customers, downstream partners and third party vendors to understand and shape strategic intent and value to meet the business' key needs while considering operational capabilities, constraints and customer experience.

Requirements

• High School Diploma, GED or equivalent certification
• At least 2 years of Process Management or Project Management experience
• excel in a team environment
• have strong communication skills
• integrative thinking skills
• the ability to adapt to change quickly

Nice To Haves

• Bachelor's Degree or military experience
• 3+ years of Process Management or Project Management experience
• Strong communication and collaboration skills

Responsibilities

• High level of engagement with our partner teams and leveraging those relationships and interactions to drive opportunities for Customer Engagement strategy via Chat and IVR
• Lead Monthly meetings with Operations Shared Services and other Chat and IVR teams to device strategy to increase customer engagement and reduce costs for DPL
• Lead projects to create new intents for Chat agents, Chat bots and IVR
• Leverage technology and AI to reduce manual processes
• Develop and maintain process documentation and drive continuous process improvements
• Serve as subject matter expert to outside resources
• Monitors the progression of findings against mitigation plans to ensure timely closure
• Maintain monthly dashboards and reporting
• Ensure a “Well Managed” approach to tools and documented processes used to deliver quality analysis and results

What This Job Offers

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