Principal Associate, Project Manager - Entertainment Experiences

Capital One • McLean, VA

2d • $131,800 - $150,500

About The Position

Capital One’s Premium Products & Experiences team focuses on expanding its premium customer value proposition and delivering engaging experiences and access events to cardholders. The Capital One Entertainment Product team manages the digital experience of Capital One Entertainment, a key customer benefit.

The Project Manager and Operations SME collaborates with enterprise stakeholders to develop and structure processes, keep the program well managed, and support the customer servicing team. The role carries out operational processes that are critical to the program, including ensuring customers are charged and refunded accurately and bringing structure to complex projects. Success requires organization, adaptability, efficiency, and the ability to influence internal and external stakeholders while consistently delivering positive customer experiences.

Capital One describes its work environment as fast-paced and dynamic, and values diversity, inclusion, belonging, collaboration, openness, and innovative ideas.

Requirements

• Bachelor’s degree or military experience.
• At least 4 years of experience in Process or Project Management.
• Proven project management track record and ability to quickly put structure in place to manage work.
• Strong communication and partnership skills to interact with key stakeholders at all levels and manage, inform, and influence outcomes.
• Strong consulting and collaboration skills.
• Organizational agility to adapt to changing demands.

Nice To Haves

• 5 or more years of experience in Process or Project Management.
• 1 or more years of Compliance or Risk Management experience.
• 1 or more years of Relationship Management experience.
• 1 or more years of Customer Servicing experience.
• Proficiency in G Suite.

Responsibilities

• Lead and oversee process improvement work, collaborating with teammates on larger initiatives.
• Identify, strategize, and implement process improvements.
• Monitor the execution of processes.
• Track and resolve process breakdowns.
• Develop and maintain formal process documentation, including procedures and process flow diagrams.
• Serve as a subject matter expert and partner with project customers to clarify needs and provide appropriate solutions that achieve desired outcomes or improvements.
• Carry out operational processes critical to managing the program, including ensuring accurate customer charges and refunds.

Benefits

• Comprehensive, competitive, and inclusive health, financial, and other benefits supporting total well-being.
• Eligibility for performance-based incentive compensation, which may include cash bonuses and/or long-term incentives.

What This Job Offers

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