Principal Associate, Process Manager- Velocity Black Operations (Remote)

Center 1 (19052), United States of America, McLean, Virginia Principal Associate, Process Manager- Velocity Black Operations (Remote)

Velocity Black, a Capital One company, harnesses the power of artificial intelligence, the warmth of human experts and the convenience of the latest interfaces to help high-performance people actualize the full potential of their lives. It's concierge, reimagined for the digital age.

By harnessing 24/7 chat, AI, and mobile payments, we help our customers do more and be more in the digital age. From access to the hottest restaurants to guaranteed upgrades at the world’s finest resorts. Make a custom request through the app and you will be chatting to our team within 1 minute, 24/7/365.

What unites us are the values we share: the relentless pursuit and celebration of excellence, actualizing the full potential of our lives, and impacting the world in a positive way.

Capital One provides a fast paced, dynamic environment where you can excel in your career. At Capital One, diversity, inclusion & belonging are valued at our core, sparking and enabling us to do good for our associates, customers and communities. Guided by our shared values, we thrive in an environment where collaboration and openness are valued. We nurture an environment that attracts and develops talent from all backgrounds and experiences, and empower our associates to do great work by creating a culture of belonging that values diverse perspectives, fosters collaboration and encourages innovative ideas – and are routinely recognized as one of the best companies to work for.

You will play a key role providing a range of support to the Velocity Black Operations Team. Obsessing over the customer experience and impact in all we do should be in your DNA, along with risk management and exceptional well managed judgment. You will provide critical leverage in overseeing several cross functional initiatives ensuring delivery, and effective communication across stakeholders. The candidate will need to possess a strong intellect and have a proven track record of influencing with excellent verbal and written communication skills, and working with a senior management team.

Your key operations and process improvement responsibilities will focus on merchant management strategy and oversight, financial operations, quality management of operations functions, and process improvement of these functional areas.

Responsibilities:

• Manage execution of the Velocity Black merchant contracting monitoring and oversight plan

• Ensure well-managed execution of ongoing contracting and diligence requirements to include external relationship management, facilitating negotiations, drafting modifications, creating risk evaluation frameworks, and ensuring execution of required tasks

• Develop and deliver robust monitoring initiatives to include adherence to enterprise standards, and distinct line of business monitoring and controls

• Lead analysis of customer complaints as they relate to merchants, developing frameworks for standards adherence and remediation plans

• Support financial and money movement operations by developing enhanced procedures and a control suite, with an emphasis on automation and scale

• Ensuring projects are being delivered on time and on budget within a challenging environment while simultaneously managing risk

• Partner cross-functionally with stakeholders to provide high leverage process improvement initiatives to effectively drive business outcomes

• Effectively advocate for and representing the voice of customers (internal and external) to influence organizational objectives, roadmaps and the overall customer experience

• Build credibility and trust within the team, with our customers, and with our stakeholders

• Manage and own risk issues discovery and remediation resolutions

• Apply strong communication skills to influence business decisions and inspire breakthrough results

• Regularly and systematically use data to uncover opportunities, track process performance, and influence decision making

• Perform regular analysis of results and subsequent drivers to identify and implement continuous improvement efforts

• Drive transformational improvements in the operations and customer experience / process

The person will:

• Exhibit outstanding influencing skills to effectively drive business outcomes

• Demonstrate a proven track record of excellent project management, bringing the ability to quickly put structure in place to manage work in a dynamic complex environment

• Proven ability to build strong, trusted relationships and operate in an influential manner across teams to assist in driving the business agenda

• Possess a high “EQ” and be a collaborative team player

• Strong business judgment, influencing skills, leadership and integrity are essential for this position

• Highly motivated, self-starter that can work autonomously and can independently take initiative

• Excellent written and verbal communication skills

• Ability to navigate ambiguous situations and bring clarity to problem solving

Basic Qualifications:

• High School Diploma, GED, or equivalent certification

• At least 3 years of Project or Process Management experience

• At least 3 years of Customer Facing Operations experience

Preferred Qualifications:

• Bachelor’s Degree

• 6+ years of Project or Process Management experience

• 6+ years of Customer Facing Operations Experience

• 6+ years of People Management experience

• PMP, Lean, Agile or Six Sigma certification

At this time, Capital One will not sponsor a new applicant for employment authorization for this position.

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.

Remote (Regardless of Location): $88,100 - $100,500 for Principal Process 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. 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).