Senior Associate Process Manager – Customer Protection

Capital One

Senior Process Manager for Capital One’s Retail Bank Customer Protection Organization, responsible for process improvement and documenting workflows. Collaborate with stakeholders for maximizing customer and agent servicing experiences.

Posted 7/21/2026full-timeRichmond • Virginia • 🇺🇸 United StatesSenior💰 $88,800 - $101,300 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in Process Management and Improvement, utilizing tools like Tableau and Jira to analyze data and drive actionable insights. Proficient in developing formal documentation and managing cross-functional initiatives to enhance operational efficiency.

Highest-signal resume keywords

Process ManagementData AnalysisProject CoordinationBPM CertificationAI Prompting for Efficiency

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Process DocumentationData Quality ReportingPerformance Metric ReportingProject ManagementRisk MitigationProcess ImprovementRoot Cause AnalysisCustomer Process ImprovementVariation ReductionWaste Elimination

Soft Skills

Relationship ManagementClear CommunicationProblem SolvingCollaborationInfluencing

Tools & Technologies

TableauGoogle SuiteMicrosoft OfficeJiraGenerative AI

Certifications & Qualifications

BPM CertificationLean CertificationSix Sigma Certification

Industry Keywords

Process ImprovementProject ManagementCustomer ServiceFraud ExperienceAudit Coordination

Tech Stack

Tools & technologies

Tableau

About the role

Key responsibilities & impact

Develop and maintain formal process documents (e.g. maps, and diagrams), and document processes and projects (creating project reports, presentations, business cases, and diagrams) as needed
Responsible for data quality and Performance metric reporting (ex: Tableau reporting)
Lead coordination of initiatives to ensure timeliness and completion (examples: Yearly Audit with Ops, Consolidation efforts, etc)
Proactively suggest procedure & process improvements and lead 'rebuild' efforts when needed
Translate AI-driven insights into actionable business outcomes for leadership
Identify risk triggers and trends across value streams in broader forums
Perform annual review of written documentation in Shared Drive (maintain version & verification dates)
Supports pod ceremonies, planning and documentation
Relationship management - coordinates, influences and escalated impediments as needed on behalf of department to create transparency and LOB and dept needs are met
Ensure completion of second approvals in system of record
Resolve complex problems, where expertise is required to interpret against policies, guidelines or processes; escalate breakdowns in the process by asking the right questions and identify/ involve the right stakeholders to correct breakdowns
Participate in cross-functional project teams, including projects driven by other parts of the organization, to provide input, liaise with training, and partner with groups on execution efforts
Utilize a wide range of tools to deliver process improvements such as variation reduction, waste elimination, or risk mitigation
Sustain a Well-Managed/process-driven environment
Provides oversight of process improvement work and collaborating with cross functional teams on larger initiatives
Collect, analyze, and measure data to proactively identify trends and gaps to provide the business with actionable insights and recommendations
Understand customers’ needs of the process and driving end to end customer process improvements
Identify and implement process improvements driving issue resolution/risk mitigation activities
Evaluate where agentic workflows can replace or augment manual steps in a business process
Utilize generative AI to accelerate process documentation (maps/FMEAs), synthesize large data sets for root cause analysis, identify hidden inefficiencies, and create standardized analysis assets (e.g., Gems)
Develop a working knowledge of in-scope processes to partner with others in the pursuit of process improvement
Provide clear and timely communications, updates, and escalations to stakeholders
Proactively manage through identification and resolution of risks across the value stream to maintain Well-Managed processes
Document processes (utilizing Business Process Management artifacts - e.g. maps, and diagrams) and projects (creating project reports, presentations, business cases, and diagrams)

Requirements

What you’ll need

High School Diploma, GED, or Equivalent Certification
At least 1 year of Project or Process Management Experience
At least 1 year of experience using Google Suite or Microsoft Office
At least 2 years of Project or Process Management Experience (Preferred)
BPM, Lean, or Six Sigma Certification (Preferred)
At least 1 year of experience applying AI prompting for process management efficiency (Preferred)
At least 1 year of Customer Service experience (Preferred)
At least 1 year of Fraud experience (Preferred)
At least 1 year of experience using Jira (Preferred)

Benefits

Comp & perks

Comprehensive, competitive, and inclusive set of health, financial and other benefits that support your total well-being