Work From Home, Principal Process Manager, Complaints Operations Strategy

Are you looking for a challenging role that includes the convenience of working virtually at home? Then a Capital One Customer Operations role may be the role for you! To be eligible for this role, candidates must live within 100 miles radius of one of the following zip codes (excluding CA) and report in person, when required, with at least 24 hours notice.
23060 (Richmond, VA)
23320 (Chesapeake, VA)
33634 (Tampa, FL)
89144 (Las Vegas, NV)
75024 (Plano, TX)
19801 (Wilmington, DE)
68521 (Lincoln, NE)
56301 (St. Cloud, MN)

At Capital One, we're committed to delivering world-class experiences for our customers - especially when something goes wrong.In Escalated Complaints Horizontal Operations & Strategy (ECHOS) we're focused on delivering the best possible experience during the moments that matter for our customers.As the complaint landscape continues to change, we are committed to delivering revolutionized, best-in-class service, and we're looking for strategic, analytical and collaborative leaders to help us get there.

The Role

We are seeking a high-performing Principal Process Manager to drive transformation within our Complaints Operations Strategy team. This role is ideal for someone who thrives on dissecting complex processes, uncovering opportunities and driving meaningful change. You will leverage data, tell compelling stories and collaborate across the organization to implement impactful solutions.

Key Responsibilities

• Lead deep-dive analyses into existing processes to identify inefficiencies, gaps and improvement opportunities

• Leverage data and metrics to support findings and guide strategic decisions

• Develop and present compelling business cases that clearly articulate the "why" behind proposed changes

• Partner with cross-functional teams and senior leaders to gain alignment and drive execution

• Apply Lean, Six Sigma and continuous improvement methodologies to redesign processes for enhanced efficiency and customer experience

• Build strong relationships across the organization to foster collaboration and influence

• Serve as a thought leader and trusted advisor in complaints operations, helping shape long-term strategy

• Solve complex problems with creativity, structured thinking and a customer-first mindset

Who we are Seeking

• Proven experience in process improvement, strategy or operations within a complex, matrixed organization

• Strong analytical skills with the ability to translate data into insights and action

• Exceptional communication and storytelling skills; capable of influencing at all levels of the organization

• Self-starter with the ability to work independently and manage multiple priorities

• Strong leadership presence and ability to navigate ambiguity

• Lean, Six Sigma or other process improvement certifications are highly desirable

• Collaborative mindset and a genuine team player who builds lasting relationships

Basic Qualifications:

• High School Diploma, GED or equivalent certification

• At least 2 years of experience in Process Management, Project Management or Risk Management

• At least 1 year of experience in customer complaints or customer experience

• At least 1 year of experience in regulated environments such as financial services or governmental agencies

Preferred Qualifications:

• Bachelor's Degree in Business, Operations Management, Engineering or a related field

• At least 3 years of experience in Process Management, Project Management or Risk Management

• At least 2 years of experience working with operational escalations

• At least 1 year of experience delivering large scale initiatives

• Lean, Six Sigma or other continuous improvement certification

• At least 1 year of experience with JIRA, Quicksight or Tableau

Work from Home Technology Requirements

• Secure home office environment that is free from background noise and distractions

• Reliable private internet connection that is not supplied via cellular data or hotspot is required

  • A private network that is password protected where you have ownership or line of site sight to every device on the network

  • Internet service must be provided by Cable or Fiber Internet Service Providers (ISP)

  • Hotspots and satellite services are prohibited and do not meet performance criteria required for optimal agent/customer interactions

  • ISP download speeds on VPN must be at least 5Mbps, with 10+ Mbps preferred

  • To validate ISP speeds from a Chrome browser, go to www.google.com, type Speed Test and run from the Google landing page

• Both Hardwire and WiFi internet connections are acceptable as long as speed and security requirements are met

Capital One reserves the right to request proof of internet provider, speed and service package from the associate. Requirements are subject to change, as new systems and technology is delivered. Capital One reserves the right to modify internet service requirements with sixty (60) days notice. Internet Service Provider specs can change by provider and location within the US. If you are experiencing consistent issues with internet stability Capital One reserves the right to ask the agent to upgrade internet service to ensure a good customer experience.

Work from Home Location Requirements

Candidates must live within 100 mile radius of 23060 (Richmond, VA), 23320 (Chesapeake, VA), 33634 (Tampa, FL), 89144 (Las Vegas, NV), 75024 (Plano, TX), or 19801 (Wilmington, DE), 68521 (Lincoln, NE), or 56301 (St Cloud, MN) and report in person, when required, with at least 24 hours notice.

We are unable to consider applicants who:

• Do not maintain network-compatible internet access

• Live or work beyond the 100 mile radius of their dedicated location, or

• Live or work in the state of California.

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