Senior Manager, Project Management (Customer Service Platforms)
About The Position
This role is for a Senior Manager, Project Management focused on Customer Service Platforms at Capital One. The individual will be responsible for transforming the 'Well Managed' control suite, making it more automated, effective, and resilient. This position provides L2 Process oversight for core platforms supporting marketing, credit line management, and balance transfer programs. The goal is to enable faster innovation while maintaining high standards and driving business value. The role involves acting as a leader and subject matter expert in well-managed delivery execution, collaborating with stakeholders in Risk, Product, Tech, and Data to drive process innovation, manage the ecosystem, and influence impactful results.
Requirements
- Bachelor’s Degree or Military experience
- At least 6 years of Project Management experience
- At least 3 years of People Management experience
Nice To Haves
- Master’s Degree or MBA
- 7+ years of Project Management experience
- 4+ years of experience supporting, partnering or interacting with internal business clients
- 4+ years of People Management experience
- Lean, Agile, Six Sigma or Business Process Management
Responsibilities
- Lead, coach, and develop a high-performing team.
- Own and operate end-to-end processes; identify failure modes; maintain controls to ensure compliance and risk reduction.
- Partner with stakeholders across Risk, Product, Tech, and Data to align on requirements and influence project outcomes.
- Identify and automate repetitive processes; implement strategic changes to drive efficiency and operational excellence.
- Monitor process health, resolve complaints and risk events, and incorporate audit/testing outcomes into continuous improvement cycles.
- Translate high-level intent into resilient, pragmatic implementation plans while managing the team and well-managed agenda.
Benefits
- Comprehensive, competitive, and inclusive set of health, financial and other benefits that support your total well-being.
- Performance based incentive compensation, which may include cash bonus(es) and/or long term incentives (LTI).
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What This Job Offers
Job Type
Full-time
Career Level
Senior
