Senior Associate, Process Manager – Customer Resiliency, Collections

Capital One

Process Manager implementing process improvements and collaborating with teams at Capital One. Leading initiatives that enhance customer experience and drive risk mitigation efforts in Collections.

Posted 5/13/2026full-timeRichmond • Virginia • 🇺🇸 United StatesSenior💰 $80,800 - $92,200 per yearWebsite

About the role

Key responsibilities & impact

Lead triage of control infractions
Collaborate with teammates on larger initiatives
Use data and reporting to provide process health updates and trends to leaders
Identify and implement process improvements to drive issue resolution and risk mitigation activities
Track and resolve process breakdowns
Understand customers’ needs within the process and drive process improvements
Develop and maintain formal process documentation, including desktop procedures and process flow diagrams
Establish and maintain strong relationships with up and downstream teams
Serve as a subject matter expert to effectively partner across multiple teams to achieve desired outcomes or improvements by clarifying needs and providing appropriate solutions

Requirements

What you’ll need

High School Diploma, GED or equivalent certification
At least 1 year of Process Management experience
At least 1 year of experience with Microsoft Office or G Suite
Bachelor’s Degree or military experience (preferred)
2+ years of experience in Process Management (preferred)
Lean, Agile, Six Sigma, Business Process Management or Project Management certification (preferred)

Benefits

Comp & perks

Performance based incentive compensation
Comprehensive health, financial, and other benefits
Inclusive set of benefits supporting total well-being

ATS Keywords

✓ Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

Process ManagementData AnalysisProcess ImprovementProcess DocumentationProcess Flow Diagrams

Soft Skills

CollaborationCommunicationRelationship BuildingProblem SolvingCustomer Focus

Certifications

LeanAgileSix SigmaBusiness Process ManagementProject Management