Senior Manager, Process Management (Customer Identity, Step-Up Authentication)

Capital One•Mclean, VA

40d•$140,600 - $176,400

About The Position

Capital One, a Fortune 500 company and one of the nation's top 10 banks, offers a broad spectrum of financial products and services to consumers, small businesses and commercial clients. Our goal is to create one of the nation's great banks, and we have the necessary ingredients: a strong balance sheet, resilient businesses, a massive customer franchise, strong analytical capabilities, and great people. We nurture a work environment where people with a variety of thoughts, ideas and backgrounds, guided by our shared Values, come together to make Capital One a great company - and a great place to work. About the Team: The Step-Up Authentication team within Customer Identity provides scalable, reliable, simple and compliant identity experiences for partners who integrate with our identity platform, enabling speed to market for secure and seamless identity workflows. About the Role: This is an IC role within Customer Identity, in which you will serve as a primary point of contact for partners looking to integrate with the Identity Platform in order to access authentication capabilities. In this role, you will: Design and own the operational processes of Smart Step-Up, ensuring customers are able to complete discovery, intake, integration, testing and launch in as seamless a manner as possible. Ensure traceability inside and outside of CI to manage expectations with respect to execution metrics and roadmap commitments. Field inbound requests and inquiries from LOB partners, serving as an expert consultant to help them understand which identity solutions and integration patterns are most appropriate for their use case. Identity opportunities to work with partners through self-service, pre-packed solutions that optimize for speed to market Collaborate with product and tech partners to align designs across domains on implementation plans, which may include feature enhancements on behalf of our partner. Develop and maintain standardized operating models for Smart Step-Up process governance, escalation, and KPI tracking with a platform mindset. Partner with Architecture and Engineering on design control, release planning, and cross-platform consistency. Act as the execution owner for CI and cross-LOB leadership reviews, ensuring clear communication of program health, milestones, and risk posture. Champion continuous improvement in platform product enhancements, process efficiency, automation and program visibility. Key Competencies: This role will require a strong understanding of the solutions Customer Identity offers, deep technical understanding of how our capabilities are architected and orchestrated, and a strong delivery skillset to drive execution excellence. Judgement & Communication: Provides clear, data-driven recommendations, tailoring message to senior audiences (both written and verbal) Strategic Influence: Navigates senior stakeholders, builds consensus across function and drives alignment and expectations on competing priorities Systems thinking: Connects process and technical design to business outcomes, anticipating downstream impacts of decisions Execution leadership: Orchestrates complex cross-functional programs with multiple dependencies and integration points. Operational excellence: Builds repeatable frameworks, leverages data to optimize throughput, customer experience and risk posture. Technical Acumen: Demonstrates fluency in end to end system interactions, data flows, and platform integration patterns to effectively partner with technology teams and anticipate implementation impacts. Results Oriented: Is willing and able to drive results through deep involvement in execution and delivery

Requirements

Bachelor's Degree in Business Administration, Accounting, Management, Human Resources, or Economics
At least 4 years of experience in Process Management, Project Management, or Program Management
At least 4 years of experience in Relationship management
This role will require a strong understanding of the solutions Customer Identity offers, deep technical understanding of how our capabilities are architected and orchestrated, and a strong delivery skillset to drive execution excellence.
Judgement & Communication: Provides clear, data-driven recommendations, tailoring message to senior audiences (both written and verbal)
Strategic Influence: Navigates senior stakeholders, builds consensus across function and drives alignment and expectations on competing priorities
Systems thinking: Connects process and technical design to business outcomes, anticipating downstream impacts of decisions
Execution leadership: Orchestrates complex cross-functional programs with multiple dependencies and integration points.
Operational excellence: Builds repeatable frameworks, leverages data to optimize throughput, customer experience and risk posture.
Technical Acumen: Demonstrates fluency in end to end system interactions, data flows, and platform integration patterns to effectively partner with technology teams and anticipate implementation impacts.
Results Oriented: Is willing and able to drive results through deep involvement in execution and delivery

Nice To Haves

Master's Degree
Relevant professional certification
5+ years of experience in Process Management
5+ years of experience in Project Management
5+ years of experience in Program Management
2+ years of experience in People Management
3+ years of experience in Complex problem solving
5+ years of experience in Relationship management

Responsibilities

Design and own the operational processes of Smart Step-Up, ensuring customers are able to complete discovery, intake, integration, testing and launch in as seamless a manner as possible.
Ensure traceability inside and outside of CI to manage expectations with respect to execution metrics and roadmap commitments.
Field inbound requests and inquiries from LOB partners, serving as an expert consultant to help them understand which identity solutions and integration patterns are most appropriate for their use case.
Identity opportunities to work with partners through self-service, pre-packed solutions that optimize for speed to market
Collaborate with product and tech partners to align designs across domains on implementation plans, which may include feature enhancements on behalf of our partner.
Develop and maintain standardized operating models for Smart Step-Up process governance, escalation, and KPI tracking with a platform mindset.
Partner with Architecture and Engineering on design control, release planning, and cross-platform consistency.
Act as the execution owner for CI and cross-LOB leadership reviews, ensuring clear communication of program health, milestones, and risk posture.
Champion continuous improvement in platform product enhancements, process efficiency, automation and program visibility.

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