Principal Associate, Process Management - Card (hybrid)

EPX / Capital One

McLean, VA, United States
Base: $98,900 - $124,300 annually depending on loc...
Hybrid
2+ years process management experience
Chat and ivr process leadership
Stakeholder management skills
This role leads the strategy for Chat and IVR processes within the Customer Engagement journey for Personal Loans

Job Summary

  • This role leads the strategy for Chat and IVR processes within the Customer Engagement journey for Personal Loans.
  • The successful candidate will leverage technology and AI to reduce manual processes while driving cost reductions and increased engagement.
  • Capital One offers a comprehensive benefits package including performance-based incentive compensation and health support.

Matching Summary

This role leads the strategy for Chat and IVR processes within the Customer Engagement journey for Personal Loans.

Salary

Base: $98,900 - $124,300 annually depending on location; Bonus/Equity: Eligible for performance-based cash bonus and long-term incentives; Benefits: Comprehensive health, financial, and well-being benefits included

Skills & Requirements

Must-have

  • 2+ years Process Management experience
  • Chat and IVR process leadership
  • Stakeholder management skills
  • Monthly dashboard reporting
  • Continuous process improvement

Nice-to-have

  • Bachelor's Degree in related field
  • Strong integrative thinking skills
  • Ability to adapt to change quickly
  • Experience with AI and automation tools
  • Excellent communication abilities

Key Requirements

  • High School Diploma or GED required
  • At least 2 years of Process Management experience
  • US work authorization required; no sponsorship available

Work Rights

Must have US work authorization

Tailored Resume

Cover Letter