Senior Manager, Project Management (Customer Service Platforms)

Senior Manager, Project Management (Customer Service Platforms) Capital One, a Fortune 500 company and one of the nation’s top 10 banks, offers a broad spectrum of financial products and services to consumers, small businesses and commercial clients. Our goal is to create one of the nation’s great banks, and we have the necessary ingredients: a strong balance sheet, resilient businesses, a massive customer franchise, strong analytical capabilities, and great people. We nurture a work environment where people with a variety of thoughts, ideas and backgrounds, guided by our shared Values, come together to make Capital One a great company – and a great place to work. This is a uniquely exciting time to join our team and help us shape the future of delivery at scale. You’ll be the leader tasked with transforming our 'Well Managed' control suite—making it more automated, effective, and resilient. In this role, you’ll provide critical L2 Process oversight for our core platforms which support our marketing, credit line management, and balance transfer programs—ensuring we can innovate faster while maintaining the high standards that drive real business value. By helping us build ‘better brakes,’ you’ll play a key role in enabling our internal customers to deliver safely and at speed. Serving as the leader and subject matter expert on well-managed delivery execution, you’ll collaborate with smart, passionate stakeholders in Risk, Product, Tech, and Data to drive process innovation, manage the ecosystem, and influence impactful results. On any given day you will need to demonstrate:   People Leadership: Lead, coach, and develop a high-performing team. Process & Risk Ownership: Own and operate end-to-end processes; identify failure modes; maintain controls to ensure compliance and risk reduction. Stakeholder Collaboration: Partner with stakeholders across Risk, Product, Tech, and Data to align on requirements and influence project outcomes. Process Innovation: Identify and automate repetitive processes; implement strategic changes to drive efficiency and operational excellence. Operational Resilience: Monitor process health, resolve complaints and risk events, and incorporate audit/testing outcomes into continuous improvement cycles. Strategic Delivery: Translate high-level intent into resilient, pragmatic implementation plans while managing the team and well-managed agenda. The Successful Candidate: Strategic Influencer: Builds collaborative relationships and communicates effectively across functions to drive consensus and results. Critical Thinker: Challenges the status quo, asks tough questions, and leverages analytical skills to understand end-to-end impacts. Proactive Problem Solver: Tackles complex challenges with a bias for action, a willingness to iterate, and a focus on sustainable, scalable solutions. Process & Risk Mindset: Demonstrates a deep understanding of operational risk, compliance, and process management. Tech-Fluent Leader: Comfortable bridging the gap between business intent and technical implementation using data-driven insights. Resilient Operator: Maintains momentum through obstacles, ensuring structure and clarity in dynamic, fast-paced environments.

Bachelor’s Degree or Military experience At least 6 years of Project Management experience At least 3 years of People Management experience Preferred qualifications: Master’s Degree or MBA 7+ years of Project Management experience 4+ years of experience supporting, partnering or interacting with internal business clients 4+ years of People Management experience Lean, Agile, Six Sigma or Business Process Management 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