Process Management Director - PULSE Operations

Capital One • McLean, VA

1d • Onsite

About The Position

We are seeking a high-impact Director of PULSE Operations to drive strategic direction and operational excellence across our core processes. You will be directly accountable for the performance of our fraud operations, dispute operations, and analytics teams, ensuring effective risk mitigation, data-driven decision-making, and scalable operational performance across the PULSE network. This isn't just about oversight; it’s about transformation. By bridging the gap between Technology and Business strategy, you will identify opportunities to streamline our workflows and mitigate risk. You’ll lead a dedicated team of managers and staff, fostering an environment where risk awareness and professional growth go hand-in-hand.

Requirements

• Bachelors Degree or military experience
• At least 8 years of Process or Operations Management experience within FinTech or Financial Services
• At least 5 years of People Management experience
• At least 2 years of experience in Strategic planning

Nice To Haves

• Masters in Business or Business Administration (MBA), Industrial engineering, Process engineering, Process management, Systems engineering, or Management.
• Experience in the payments industry with an emphasis in payment card transaction processing, settlement, reporting, disputes, fraud prevention strategy, or data sciences.

Responsibilities

• Direct assigned PULSE Operations teams ensuring business strategic initiatives are achieved by analyzing metrics, establishing priorities, and improving operational effectiveness.
• Assign and review work of managers and teams.
• Create partnerships and meet with department heads, managers, supervisors, vendors, and others as needed to solicit cooperation, resolve problems, and drive business strategic initiatives.
• Provide leadership, coaching, and direction to direct reports.
• Oversee end-to-end fraud operations, including monitoring, detection support, escalation, and network-level fraud mitigation strategies.
• Drive continuous improvement in fraud response times, loss reduction, and alert effectiveness.
• Support development and operationalization of fraud tools, rules, and network controls.
• Partner with issuers, processors, and internal risk teams to enhance fraud capabilities and improve outcomes for network participants.
• Lead dispute operations including intake, investigation, resolution, and escalation processes.
• Ensure compliance with Reg E and network rules, maintaining audit readiness and strong documentation practices.
• Optimize dispute lifecycle management to reduce cycle times, improve accuracy, and minimize financial/reputational risk.
• Partner with legal, compliance, and network strategy teams on evolving dispute frameworks and arbitration considerations.
• Oversee analytics team responsible for operational reporting, KPI tracking, and strategic insights.
• Leverage data to identify trends, root causes, and opportunities for operational improvements.
• Support predictive and proactive analytics (e.g. fraud trends, dispute drivers, network anomalies)

Benefits

• Capital One offers a comprehensive, competitive, and inclusive set of health, financial and other benefits that support your total well-being.
• This role is also eligible to earn performance based incentive compensation, which may include cash bonus(es) and/or long term incentives (LTI).

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Number of Employees: 5,001-10,000 employees