Senior Associate, Project Manager (Product Operations) - Business Cards & Payments

Senior Associate, Project Manager (Product Operations) - Business Cards & Payments
In Business Cards and Payments , we're on a mission to pave the path for businesses to do more business. Our organization is committed to fueling the courageous entrepreneurial spirit that's at the heart of America's business owners and offer products and services to help them do more business.
As a Project Manager of Product Operations on the Expense Management team you will ensure the Product organizations success by stewarding best practices for always-on customer synthesis, streamlining the overhead of bringing products to market, performance monitoring and ultimately setting the team up to scale consistently with low friction.
Key Aspects of this role:

• Customer feedback collection and analysis: Establishing always on systems for gathering and synthesizing customer feedback on in market experiences focused on identifying pain points and areas for service improvement.
• Data-driven decision making: Utilizing customer data to analyze trends, identify patterns, and inform service optimization strategies.
• Process optimization: Streamlining service delivery workflows, identifying bottlenecks, and implementing improvements to increase efficiency and reduce customer wait times.
• Knowledge management: Creating and maintaining a centralized knowledge base to empower service agents with readily accessible information to resolve customer issues effectively.
• Agent performance monitoring: Tracking key performance indicators (KPIs) of service agents to identify areas for training and development.
• Cross-functional collaboration: Working closely with product development teams to ensure service offerings align with customer needs and product features.

As a Project Manager on the team you will:

• Work on large to medium-scale department projects that span horizontally across BC&P
• Manage product delivery lifecycle by establishing and maintaining routines, scope of deliverables, timelines, and accountability
• Work with partners and team members to assist in project planning and design.
• Leverage problem solving skills to ensure project plans deliver on intent and maintain key project documentation
• Forge relationships with key stakeholders to ensure delivery of commitments
• Identify ways to improve and streamline business process
• Collaborate with a variety of partners on executing comms around our program strategy
• Demonstrate excellent change management, bringing the ability to quickly put change management structure in place to manage change in a dynamic complex environment
• Understand key priorities and complex issues quickly for the larger organization and create clear written presentations/communications
• Identify continuous improvement opportunities using multiple data-driven approaches

Basic Qualifications:

• Bachelor's Degree or Military experience
• At least 2 years of Project Management experience

Preferred Qualifications:

• 3+ years of Project Management experience
• 2+ years of experience leading horizontal projects in a large, complex and in matrixed organization
• PMP, Lean, Agile or Six Sigma certification

At this time, Capital One will not sponsor a new applicant for employment authorization, or offer any immigration related support for this position (i.e. H1B, F-1 OPT, F-1 STEM OPT, F-1 CPT, J-1, TN, or another type of work authorization).
The minimum and maximum full-time annual salaries for this role are listed below, by location. Please note that this salary information is solely for candidates hired to perform work within one of these locations, and refers to the amount Capital One is willing to pay at the time of this posting. Salaries for part-time roles will be prorated based upon the agreed upon number of hours to be regularly worked.
McLean, VA: $94,600 - $107,900 for Sr. Project Manager
New York, NY: $103,200 - $117,800 for Sr. Project Manager
Richmond, VA: $86,000 - $98,200 for Sr. Project Manager
Candidates hired to work in other locations will be subject to the pay range associated with that location, and the actual annualized salary amount offered to any candidate at the time of hire will be reflected solely in the candidate's offer letter.
This role is also eligible to earn performance based incentive compensation, which may include cash bonus(es) and/or long term incentives (LTI). Incentives could be discretionary or non discretionary depending on the plan.
Capital One offers a comprehensive, competitive, and inclusive set of health, financial and other benefits that support your total well-being. Learn more at the Capital One Careers website . Eligibility varies based on full or part-time status, exempt or non-exempt status, and management level.
This role is expected to accept applications for a minimum of 5 business days.
No agencies please. Capital One is an equal opportunity employer committed to diversity and inclusion in the workplace. All qualified applicants will receive consideration for employment without regard to sex (including pregnancy, childbirth or related medical conditions), race, color, age, national origin, religion, disability, genetic information, marital status, sexual orientation, gender identity, gender reassignment, citizenship, immigration status, protected veteran status, or any other basis prohibited under applicable federal, state or local law. Capital One promotes a drug-free workplace. Capital One will consider for employment qualified applicants with a criminal history in a manner consistent with the requirements of applicable laws regarding criminal background inquiries, including, to the extent applicable, Article 23-A of the New York Correction Law; San Francisco, California Police Code Article 49, Sections 4901-4920; New York City's Fair Chance Act; Philadelphia's Fair Criminal Records Screening Act; and other applicable federal, state, and local laws and regulations regarding criminal background inquiries.
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Capital One Financial is made up of several different entities. Please note that any position posted in Canada is for Capital One Canada, any position posted in the United Kingdom is for Capital One Europe and any position posted in the Philippines is for Capital One Philippines Service Corp. (COPSSC).