Manager – Process Management

Center 1 (19052), United States of America, McLean, Virginia

Manager, Process Management - Marketing Delivery

The Card Marketing Team is hiring a Manager of Process Management to support process improvement, change management, and training for the marketing delivery process. The marketing delivery process is highly complex and involves multiple stakeholders across creative, business, data, and technical teams. Our team has a goal of streamlining this process to improve efficiency and accuracy of marketing campaign launches.

Some responsibilities for this role include:

• Documenting execution processes for various channels (email, direct mail, in-app placements, etc.)

• Developing training materials for process stakeholders 

• Creating tools to facilitate process troubleshooting

• Educating and gaining buy-in from key stakeholders concerning the utilization of process to ensure appropriate execution each time. 

• Supporting change management and communication

• Monitoring data trends, such as cycle time, delivery success rate, delay drivers, and stakeholder satisfaction

We are seeking dedicated, disciplined, process professionals who excel in a team environment and are experts in process improvement. This individual will have demonstrated that they can improve company processes in the past, resulting in saving time and resources for the company. This individual must be able to effectively communicate and influence partners across the company and across multiple levels of the organization. Strong analytical skills, attention to detail, and the ability to adapt to a dynamic agile environment are essential to succeeding in this role. This individual must display strong leadership skills and be able to drive and motivate a team in delivering flawless execution of process improvement projects. 

General Responsibilities:

• Creating and validating processes 

• Designing and producing metrics used to measure efficiency and effectiveness 

• Driving process improvements aligned with desired customer outcomes 

• Analyzing, identifying, and correcting data issues with systems used or owned by a department 

• Providing subject matter expertise on processes when representing the department in projects and other meetings 

• Managing and leading a team of associates

Basic Qualifications:

• Bachelor’s Degree in Business Administration, Accounting, Management, Human Resources or Economics 

• At least 2 years of experience in Process management 

• At least 2 years of experience in Project management 

• At least 2 years of experience in Relationship management

Preferred Qualifications:

• Master’s Degree in Business Management, Process Management, Project Management, Risk Management, Communications, Computer Science or Information Systems  

• Lean certification or Six Sigma certification  

• At least 5 years of experience in Process management  

• At least 5 years of experience in Project management  

• At least 5 years of experience in Complex problem solving  

• At least 5 years of experience in Relationship management 

• Proficiency with Adobe Workfront

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

Capital One offers a comprehensive, competitive, and inclusive set of health, financial and other benefits that support your total well-being. Learn more at theCapital 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).