Process Manager

Capital One•McLean, VA

12d•Onsite

About The Position

The Process Manager will be a critical driver of organizational efficiency and strategic alignment across our support towers. This role requires an individual who can seamlessly blend hands-on project management, data-driven analytical rigor, and executive-level communication to influence outcomes, secure leadership buy-in, and deliver complex operational improvements with minimal guidance.

Requirements

High School Diploma, GED or equivalent certification
At least 1 years of Process Management or Risk Management experience

Nice To Haves

Bachelor’s Degree
2+ years of Project Management experience
Business Process Management, PMP, Lean, Agile or Six Sigma certification

Responsibilities

Lead and manage end-to-end operational projects (e.g., technology integrations, new agent rollouts, organizational change initiatives) from concept development through launch, ensuring objectives are clearly defined and met.
Drive senior leadership alignment and secure project funding/approval by developing clear, concise, and compelling data-driven presentations. Tailor complex messages and strategies to resonate with diverse audiences, from frontline associates to C-level executives.
Independently identify organizational needs and systemic problems using advanced analytical techniques (e.g., capacity modeling, Erlang model generation, and complex data manipulation). Develop and implement innovative, cost-saving technical and process solutions to drive efficiency and strategic objectives.
Facilitate and manage critical business cycles, including Quarterly Business Reviews (QBRs), Objective and Key Results (OKR) planning, and annual budget formulation (e.g., Zero-Based Budgeting or ZBB).
Proactively manage cross-functional collaboration, build consensus among stakeholders with varied viewpoints, and actively contribute to a positive, inclusive work environment by mentoring associates and leading diversity and inclusion initiatives.