Senior Manager, Project Management – Customer Service Platforms

Capital One

Senior Manager leading Capital One’s customer service platform controls and delivery processes. Automating operations, managing risk, and developing high-performing project management teams.

Posted 9/2/2026full-timeRichmond • Illinois, Virginia • 🇺🇸 United StatesSenior💰 $161,500 - $202,800 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in Project Management and People Management, with a focus on process automation, compliance, and operational excellence. Proven ability to lead teams, partner with stakeholders, and implement strategic changes to enhance efficiency.

Highest-signal resume keywords

Project ManagementPeople ManagementLean MethodologyAgile MethodologySix Sigma

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Process AutomationRisk ManagementCompliance ControlsContinuous ImprovementBusiness Process Management

Soft Skills

Team LeadershipStakeholder EngagementCoachingConflict Resolution

Industry Keywords

Operational ExcellenceProcess OversightAudit OutcomesProject Outcomes

About the role

Key responsibilities & impact

Lead, coach, and develop a high-performing team
Own and operate end-to-end processes; identify failure modes; maintain controls for compliance and risk reduction
Partner with stakeholders across Risk, Product, Tech, and Data to align requirements and influence project outcomes
Identify and automate repetitive processes and implement strategic changes for efficiency and operational excellence
Monitor process health, resolve complaints and risk events, and incorporate audit/testing outcomes into continuous improvement
Translate high-level intent into resilient, pragmatic implementation plans while managing the team and well-managed agenda
Transform the “Well Managed” control suite to make it more automated, effective, and resilient
Provide L2 Process oversight for core platforms supporting marketing, credit line management, and balance transfer programs

Requirements

What you’ll need

Bachelor’s Degree or Military experience
At least 6 years of Project Management experience
At least 3 years of People Management experience
Master’s Degree or MBA preferred
7+ years of Project Management experience preferred
4+ years of experience supporting, partnering or interacting with internal business clients preferred
4+ years of People Management experience preferred
Lean, Agile, Six Sigma or Business Process Management preferred
Capital One will not sponsor a new applicant for employment authorization or offer immigration-related support for this position
No agencies please

Benefits

Comp & perks

Performance based incentive compensation, which may include cash bonus(es) and/or long term incentives (LTI)
Comprehensive, competitive, and inclusive health, financial and other benefits supporting total well-being
Reasonable accommodations for applicants who require them
Equal opportunity and non-discrimination protections
Drug-free workplace