Principal Process Manager, Complaints Operations Strategy
Capital One
full-time
Posted on:
Location Type: Remote
Location: Remote • Virginia • 🇺🇸 United States
Visit company websiteSalary
💰 $93,400 - $106,600 per year
Job Level
Lead
About the role
- Lead deep-dive analyses into existing processes to identify inefficiencies, gaps and improvement opportunities
- Leverage data and metrics to support findings and guide strategic decisions
- Develop and present compelling business cases that clearly articulate the “why” behind proposed changes
- Partner with cross-functional teams and senior leaders to gain alignment and drive execution
- Apply Lean, Six Sigma and continuous improvement methodologies to redesign processes for enhanced efficiency and customer experience
- Build strong relationships across the organization to foster collaboration and influence
- Serve as a thought leader and trusted advisor in complaints operations, helping shape long-term strategy
- Solve complex problems with creativity, structured thinking and a customer-first mindset
Requirements
- Proven experience in process improvement, strategy or operations within a complex, matrixed organization
- Strong analytical skills with the ability to translate data into insights and action
- Exceptional communication and storytelling skills; capable of influencing at all levels of the organization
- Self-starter with the ability to work independently and manage multiple priorities
- Strong leadership presence and ability to navigate ambiguity
- Lean, Six Sigma or other process improvement certifications are highly desirable
- Collaborative mindset and a genuine team player who builds lasting relationships
Benefits
- Comprehensive, competitive, and inclusive set of health, financial and other benefits that support your total well-being
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
process improvementdata analysisLean methodologySix Sigmacontinuous improvementstrategic decision-makingbusiness case developmentproblem-solvingstructured thinkingcustomer experience enhancement
Soft skills
analytical skillscommunication skillsstorytelling skillsinfluencing skillsself-starterindependent workleadership presencenavigating ambiguitycollaborative mindsetrelationship building
Certifications
Lean certificationSix Sigma certification