Capital One

Operations

• Oversee the day-to-day operations of a call center
• Lead leaders of teams of customer service representatives
• Manage and motivate approximately 25 customer service representatives and 2 or more leaders
• Hire, train, coach, and evaluate performance
• Develop and implement training programs
• Identify and address performance gaps
• Monitor and analyze KPIs including call volume, average handle time, customer satisfaction, and first contact resolution
• Optimize workflows, staffing levels, and scheduling
• Handle escalated customer complaints and complex issues
• Develop strategies to proactively identify and address customer concerns
• Develop and execute strategic plans to improve customer service delivery
• Analyze customer feedback to identify trends and drive continuous quality enhancement
• Conduct cost-benefit analyses and optimize resource allocation
• Partner with sales, marketing, and product development
• Communicate customer insights and feedback to stakeholders

Principal Associate – Phone Business Servicing Operations

Artificial Intelligence

• Shape and deliver Capital One's enterprise-wide learning and development strategy for AI transformation
• Create and deliver the enterprise learning roadmap for AI
• Support internal and external AI toolkits
• Drive associate readiness and enablement across the enterprise
• Design and implement learning initiatives that accelerate AI fluency and operational tool adoption
• Anticipate future workforce capabilities by monitoring emerging AI capabilities and trends
• Apply iteration, experimentation, and MVP approaches to learning
• Orchestrate complex, cross-functional initiatives and manage competing priorities
• Navigate matrixed dependencies and proactively mitigate project risks
• Influence senior stakeholders and align teams around modern operating rhythms
• Translate technical concepts such as LLM workflows, prompt engineering, and agentification into enablement tools
• Use adoption metrics, platform usage trends, and business data to measure ROI and prioritize the learning backlog
• Simplify solutions, eliminate arbitrary uniqueness, and promote scalable best practices
• Automate or dismantle outdated operational workflows

Director, AI Learning Enablement

Product Manager

• Lead the end-to-end product lifecycle for collaborative multi-user banking solutions spanning generations
• Design differentiated family banking experiences addressing shared-finance needs
• Work cross-functionally with designers, engineers, and business analysts
• Reimagine and innovate product solutions around internal and external customer needs
• Deliver business outcomes through leverage and execution excellence
• Leverage technology to deliver innovative and resilient solutions
• Identify and resolve complex problems while mitigating product risks
• Lead cross-functional teams and drive organizational alignment

Senior Manager, Product Manager – Family CX, Teen Checking

Human Resources

• Partner with Retail Bank and Retail Risk HRBPs and the broader HRX Horizontal HR team to deliver HR experiences for associates
• Leverage Workday, People Data Hub, Talent Development Tool, and other HR data systems to support HRBPs
• Provide regular and ad hoc data and customized reporting, including headcount, attrition, spans, and layers tracking
• Partner with HRBPs to execute semi-annual talent and performance management processes
• Lead reporting and project management to ensure successful talent and performance management cycles
• Prepare All Associate Survey summary materials in Google Sheets and/or Slides for business leaders
• Partner with HRBPs to recommend business action items
• Liaise with Horizontal HR Partners and Enterprise HR to communicate and implement process and policy updates
• Document and manage localized playbooks and calendars for HR programs
• Manage processes, roles, responsibilities, and deadlines while driving continuous improvement

SA, Horizontal HR Partner

Data Scientist

• Partner with cross-functional data scientists, software engineers, and product managers to deliver customer-focused products
• Leverage Python, Conda, AWS, H2O, Spark, and other technologies to uncover insights from large volumes of numeric and textual data
• Build machine learning models through design, training, evaluation, validation, and implementation
• Translate complex data science work into tangible business goals
• Research and evaluate emerging technologies and state-of-the-art methods
• Challenge conventional thinking and work with stakeholders to improve the status quo
• Develop talent for the team and beyond

Manager, Data Scientist, Data Solutions and Modeling

Risk

• Develop business strategies driving growth, profitability, and competitive success for Capital One
• Manage and develop 1–2 analysts; coach and mentor associates
• Develop and implement product and pricing strategies for lending products
• Lead product-level modeling and analytics
• Lead direct-to-consumer marketing efforts and strategic intent for retail-channel products
• Build targeted insights for new customer experiences, technology, and go-to-market strategies
• Improve credit performance through consumer credit trend analysis, risk modeling, hypothesis testing, monitoring, and analysis
• Manage and sequence business intent delivery, build business requirements, and execute product strategy
• Oversee multiple projects and programs concurrently
• Partner with IT, Sales, Operations, Finance, and other Capital One teams to improve quality, volume, service, and profitability
• Oversee and challenge Capital One’s international business activities to manage international risk exposure
• Help the business navigate new international requirements and developments

Business Manager, International Risk Program

Principal

• Support creation and execution of strategic and innovative solutions for internal customers and identify value-generating opportunities, including savings, efficiencies, or revenue growth
• Negotiate basic contracts for a broad range of products and services
• Serve as a point of contact for third parties and manage governance between Capital One and assigned third parties
• Partner with business units and internal risk groups to ensure third-party relationships comply with relevant policies and procedures
• Monitor and ensure successful delivery against third-party contractual obligations
• Manage policy requirements for all managed third-party relationships
• Plan and lead periodic reviews and assessments of supplier relationships
• Maintain awareness of the external marketplace related to suppliers and perform basic sourcing activities where appropriate

Principal Associate, Supplier Management

Product Designer

• Lead Partner Experiences in the Global Payment Network
• Combine product design expertise and people leadership to co-create innovative solutions to complex problems
• Drive product strategy and outcomes using customer understanding, user insights, and business knowledge
• Oversee and optimize tools, platforms, frameworks, and design systems with cross-functional partners
• Develop design artifacts including vision stories, journey maps, blueprints, high-fidelity designs, and prototypes
• Build and maintain a thriving, inclusive team culture of high-performing designers
• Set goals aligned with broader portfolio strategy and manage stakeholders
• Remove barriers and train and develop designers
• Shape product direction and align product, technology, and business partners
• Advocate for human-centered methodologies using data, research insights, and design expertise
• Manage the design portfolio, including pivoting, redirecting, and adjusting scope as needed
• Own problem-solving approaches and balance competing interests and priorities
• Engage expertise across the organization to advance workstream projects
• Present work across levels and job functions, making complex concepts accessible and influencing stakeholders

Senior Manager, People Leader – Product Design

• Partner with data scientists, software engineers, machine-learning engineers, and product managers to deliver AI-powered products
• Leverage PyTorch, AWS Ultraclusters, Hugging Face, Lightning, VectorDBs, and other technologies to analyze large numeric and textual datasets
• Build AI foundation models through design, training, evaluation, validation, and implementation
• Conduct applied research to advance AI developments into customer experiences
• Translate complex research and technical work into tangible business goals
• Research and evaluate emerging technologies and apply state-of-the-art methods
• Challenge conventional thinking and collaborate with stakeholders to improve the status quo
• Support talent development for the team and broader organization
• Own and pursue a research agenda, including selecting impactful problems and carrying out long-running projects

Applied Researcher II – AI Foundations, LLM Core, Agentic AI

Financial Crime

• Execute complex, risk-based AML compliance transaction testing under team-leader direction
• Perform targeted transaction testing aligned with team and ICTT methodologies and procedures
• Suggest testing changes and perform high-risk testing as needed
• Develop test plans and continually validate and improve test design
• Manage testing schedules to complete tasks and reporting within established timeframes
• Obtain and analyze test data from multiple sources and document work and results systematically
• Support and initiate data-sourcing improvements with business and IT areas
• Review peer-executed transaction tests for accuracy and adherence to procedures
• Submit test results in FUSE
• Retain documents substantiating test results
• Maintain relationships with Compliance Advisors and Business Areas
• Support ICTT, Compliance audits, and examinations as needed

Anti-Money Laundering (AML) Compliance Tester III

Account Manager

• Manage sales, business development, project management, and client management for merchants in Hotel, Car Rental, Lodging, and Entertainment verticals
• Support large national accounts operating in franchise models
• Drive and protect incremental revenue, improve market share, enhance customer experience, and maximize profitability
• Establish relationships with enablement partners and manage large national franchise accounts
• Identify internal and external business opportunities
• Use data analysis and market research to create data-driven presentations and strategic recommendations for enterprise clients
• Implement value-added products and broaden the acceptance footprint
• Execute marketing initiatives to improve merchant awareness and increase transactions
• Implement operational initiatives and ensure compliance with network change release processes and business practices
• Verify partners include appropriate company products in their offerings
• Travel domestically up to 15% for client meetings, approximately 4–5 trips per year

Lead Relationship Manager – Payments Acceptance

Technical Program Manager

• Lead programs that deliver on critical business goals and build large-scale products and platforms
• Proactively identify and mitigate technical risks throughout the delivery lifecycle
• Own business or technical vision for large and complex programs
• Collaborate with large cross-functional teams across product, engineering, design, and data science
• Secure commitments on deliverables and unblock teams to achieve business impact
• Drive decisions across product, engineering, design, and data science representatives
• Ensure execution, follow-through, accountability, and results across teams and reporting boundaries

Senior Manager, Technical Program Management

Full-stack Engineer

• Lead a portfolio of diverse technology projects and a team of developers
• Create solutions that help meet regulatory needs for Capital One
• Work with distributed microservices and full-stack systems
• Stay current with technology trends and experiment with and learn new technologies
• Participate in internal and external technology communities
• Mentor members of the engineering community
• Code or evaluate code when needed
• Collaborate with digital product managers
• Deliver robust cloud-based solutions that create powerful experiences for millions of Americans
• Use Java, Python, SQL, Node, Go, Scala, open-source relational and NoSQL databases, Docker, Kubernetes, and AWS tools and services

Lead Software Engineer

• Lead a portfolio of diverse technology projects and a team of developers
• Create solutions that help meet regulatory needs for the company
• Stay current on technology trends and experiment with and learn new technologies
• Participate in internal and external technology communities
• Mentor members of the engineering community
• Code or evaluate code as needed
• Collaborate with digital product managers
• Deliver robust cloud-based solutions supporting experiences for millions of Americans
• Use Java, Python, SQL, Node, Go, Scala, open-source RDBMS and NoSQL databases, Docker, Kubernetes, and AWS tools and services

Senior Lead Software Engineer

Customer Support

• Provide exceptional support to users of the Learning Management System (LMS), One Learn, and related learning technologies
• Assist learners across the organization with questions related to learning platforms and experiences
• Provide creative problem-solving, technical support, and troubleshooting for technical issues within learning technologies
• Research issues and provide solutions
• Interface with learners through multiple support channels, including Slack and ServiceNow
• Maintain a question-and-answer dataset for an automated bot
• Provide reports to system administrators and leadership on trends and satisfaction
• Identify trends, uncover root causes, and drive proactive, scalable improvements and efficiencies through automation and other solutions
• Collaborate in a highly cross-functional environment