Principal HR Coordinator - Product Operations Support

Capital One•McLean, VA

About The Position

Our Joining Product Operations Support team is looking for a detail-oriented specialist to champion our interview products through a year of transformational growth. You will act as the voice of the customer—managing escalations, streamlining bug reporting, generating end-user data and insights and collaborating with Product teams to prioritize high-impact development. The ideal candidate is a strong communicator who thrives on precision and problem-solving.

Requirements

High School Diploma, GED or Equivalent Certification
At least 1 year of experience in an operations environment
At least 1 year of experience in a customer support
At least 1 year of experience in process improvement

Nice To Haves

Experience in Human Resources
Experience with project management
Experience with process management
Experience interpreting metrics and trends
Ability to quickly and effectively adapt to change
Proven problem solving, analytical and decision-making skills
Ability to embrace new systems and process enhancements
Willingness to work flexible hours due to varying needs within the program
High degree of professionalism and integrity when interacting with all customer contacts

Responsibilities

Provide expert oversight for end-user inquiries and escalations, ensuring all issues are resolved within established Service Level Agreements (SLAs).
Identify, document, and remediate product bugs by partnering across Product, Tech, and Risk teams.
Own recurring processes, audits, and control tests to ensure product stability and compliance.
Perform critical product data maintenance to ensure seamless usability and system health.
Convert thousands of monthly interactions into structured data, providing a clear "health report" of the Joining experience.
Infuse end-user and product insights into the Talent Acquisition ecosystem to advocate for and prioritize delightful, consumer-grade user experiences.
Proactively identify and implement process enhancements that boost both user satisfaction and operational efficiency.
Consult on and establish onboarding support models for new product launches and feature updates.
For an upcoming interview product launch, create, maintain, and deliver high-impact training content and documentation for end-users and internal support teams.
Build and sustain strategic partnerships with internal stakeholders, cross-functional partners, and external vendors.
Partner with leadership to identify, design, and execute process optimizations designed to increase automation and create additional capacity.
Act as a subject matter expert, providing backup support and training to fellow Product Operations team members.