Work From Home, Principal Process Manager, Complaints Operations Strategy

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.

• 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

• 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

• 401k matching
• Health insurance
• Flight privileges

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.