Senior Manager, Project Management (Customer Service Platforms)

Capital One•Richmond, VA

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. This is a uniquely exciting time to join our team and help us shape the future of delivery at scale. You’ll be the leader tasked with transforming our 'Well Managed' control suite—making it more automated, effective, and resilient. In this role, you’ll provide critical L2 Process oversight for our core platforms which support our marketing, credit line management, and balance transfer programs—ensuring we can innovate faster while maintaining the high standards that drive real business value. By helping us build ‘better brakes,’ you’ll play a key role in enabling our internal customers to deliver safely and at speed. Serving as the leader and subject matter expert on well-managed delivery execution, you’ll collaborate with smart, passionate 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.