Sr. Associate, ADA Customer Accessibility Process Manager

Capital One • McLean, VA

4d

About The Position

As a Senior Associate, Individual Contributor, on the Customer Process and Governance team within the Global Accessibility organization, you will be the key driver of the company's enterprise-wide compliance and effectiveness for the Title III Americans with Disabilities Act (ADA) program. This role requires a highly motivated, self-sufficient process professional with a consultative mindset. You must rapidly assimilate complex, global processes to hit the ground running and drive immediate, measurable impact. Your focus will be on process ownership, independent monitoring, advanced data analysis, and leading strategic process improvement initiatives to ensure enterprise-wide adherence to accessibility standards and procedures globally, with a direct line of sight to the customer experience.

Requirements

• High School Diploma, GED or equivalent certification
• At least 2 years of experience in Process Management, Risk, or Project management
• At least 2 years of experience in a financial or highly regulated industry
• At least 2 years of experience working in cross-functional teams

Nice To Haves

• Bachelor’s Degree in Business Administration, Management, Finance, Human Resources, or a related field
• Lean certification or Six Sigma certification
• Business Process Management (BPM) certification
• Project Management Professional (PMP) Certification
• 3+ years or more of experience in Process Management
• 3+ years of experience in Project Management
• 3+ years of experience in the banking industry with ADA Title III experience or ADA Coordinator certification

Responsibilities

• Global Process Governance and Management Own, lead, and monitor all ADA Title III & Global equivalent processes, ensuring enterprise-wide compliance, effectiveness, and alignment with established global standards and policies.
• Define and implement comprehensive monitoring plans for ADA accommodation adherence across various global business units.
• Maintain and update comprehensive process documentation (including flow diagrams and procedures), ensuring consistency across all ADA processes globally.
• Independently track, analyze, and resolve complex process breakdowns across the enterprise, signaling anomalies and trends, and escalating significant risks to leadership.
• Develop and drive project plans for process development and re-engineering initiatives, collaborating with global partners to ensure flawless execution and adoption.
• Advanced Case Management and Escalations Manage and lead complex, escalated ADA accommodation and compliance case work, including in-depth assessment and communication with all internal and external stakeholders.
• Ensure appropriate workflows are followed and manage work in systems of records (Empath/JIRA/Manual).
• Conduct complex and escalated case work as needed Communicate outcomes, integrate feedback, and manage all process changes with Legal and Compliance partners on high-risk issues.
• Process Improvement and Strategic Impact Proactively identify, lead, and drive the implementation of significant process improvements and efficiencies to mitigate risk and effectively resolve issues within the ADA Title III space on an enterprise level.
• Act as an internal consultant to partner teams, using your process expertise to identify and implement sustainable, repeatable, and scalable business practices.
• Drive the research and resolution of customer complaints associated with ADA instances, identifying root causes and implementing preventative measures company-wide.
• Data Analysis and Reporting Collect, analyze, and measure process data to assess the effectiveness of business practices and compliance risk.
• Design, implement, and refine metrics to measure process efficiency and global effectiveness.
• Analyze, compile, and present data in meaningful formats for senior leadership, providing transparency and strategic insights into operational performance and customer experience

Benefits

• Capital One offers a comprehensive, competitive, and inclusive set of health, financial and other benefits that support your total well-being.
• Learn more at the Capital One Careers website.
• Eligibility varies based on full or part-time status, exempt or non-exempt status, and management level.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED
• Number of Employees: 5,001-10,000 employees