Principal Associate, Process Manager – Client Engagement, Issue Resolution

Capital One

Process Manager at Capital One creating processes for customer engagement and complaint resolution. Collaborating and utilizing AI to enhance payment experiences in financial services.

Posted 6/11/2026full-timeHouston • Illinois, Texas, Virginia • 🇺🇸 United StatesJuniorMid-Level💰 $98,900 - $124,300 per yearWebsite

Tech Stack

Tools & technologies

ServiceNow

About the role

Key responsibilities & impact

Sift through customer emails and ServiceNow tickets to proactively flag potential complaints and systemic issues within the payments ecosystem.
Devise, build, or utilize AI automation flows to streamline this intake and deep root cause analysis process.
Perform hands-on remediation work and drive comprehensive forward-moving plans.
Engage in active discussions with cross-functional stakeholders to negotiate the best possible outcomes for the business and the customer.
Log identified anomalies into our Governance, Risk, and Compliance (GRC) application or translate systemic problems into quantified business cases (calculating $ value and business impact) for product improvement prioritization.
Access and analyze complaint data to glean actionable insights.
Audit and evaluate our current client engagement and intake tools.
Lead and own the oversight of process improvement work.

Requirements

What you’ll need

High School Diploma, GED, or equivalent certification
At least 3 years of experience in Project Management, Process Management, or Process Engineering, including experience in data analysis
At least 3 years of experience in complaint resolution, issue remediation, or operational risk mitigation
At least 2 years of experience with the payments ecosystem and customer payment experience
Bachelor's degree in Business, Operations, or a related field, or equivalent military experience (Preferred)
Certification in Lean, Agile, Six Sigma, Business Process Management, or Project Management (Preferred)
Experience utilizing ServiceNow, GRC applications, or similar enterprise workflow/risk tools, and constructing quantified business cases (including ROl/financial impact) or performing root-cause analysis (Preferred)
Experience building or utilizing Al automation tools, such as Google Gemini, for workflow optimization or data analysis (Preferred).

Benefits

Comp & perks

Performance based incentive compensation, which may include cash bonus(es) and/or long term incentives (LTI).
Comprehensive, competitive, and inclusive set of health, financial and other benefits that support your total well-being.

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

data analysiscomplaint resolutionissue remediationoperational risk mitigationroot-cause analysisAI automationworkflow optimizationquantified business casesprocess improvementpayments ecosystem

Soft Skills

negotiationstakeholder engagementproblem-solvingcommunicationleadershiporganizational skillsanalytical thinkingproactive approachcollaborationcritical thinking

Certifications

LeanAgileSix SigmaBusiness Process ManagementProject Management