Senior Associate, Change Management Process Manager | Retail Bank

We are seeking a highly motivated and detail-oriented professional to join our START team as a Change Management Process Manager. A successful candidate in this role is a proactive problem-solver with exceptional organizational skills, capable of navigating a fast-paced environment while managing complex stakeholder expectations.

As a Sr. Associate, you will be the backbone of the START process, ensuring that change initiatives—ranging from testing to major projects—move through our ecosystem seamlessly. You will act as a Knack SME, a process advisor, and a critical bridge between Product Managers, Developers, and Risk partners to ensure every initiative is well-managed.

Tasks & Key Responsibilities include:

• Process Execution & Intake Management: Validate and manage high-priority intakes (Testing and, Projects). Perform reviews of audiences, appropriate dates and requirements to ensure all initiatives are "Ready for Scoping."

• System Stewardship: Manage the START tool backend, facilitating initiatives  stages, troubleshooting issues, and ensuring data integrity across the platform.

• Meeting Facilitation: Lead daily Scoping Meetings on a rotating basis, coordinating Point of Contacts (POCs), capturing resources, socializing and follow-up on next steps.

• Stakeholder Engagement & Communication: Manage the START Slack channel and mailbox with high responsiveness. 

• Capacity & Metric Oversight: Manage operational capacity per protocols, negotiate delivery dates when necessary, and provide volume metrics for Monthly Business Reviews (MBR).

• Risk & Governance Collaboration: Partner with Risk, Cybersecurity, and Audit functions to provide reporting, walkthrough visuals, and sampling data to ensure compliance.

• Team Mentorship & Development: Mentor new team members, engage in cross-training across Bank Voice and C&O, and collaborate with Product Managers to influence results through data-driven storytelling.

Basic Qualifications:

• High School Diploma, GED, or equivalent certification

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

• At least 1 year of experience in Customer Service or Relationship Management

• At least 1 year of experience with Google Suite such as Google Docs, Sheets, Slides, etc.

Preferred Qualifications:

• Bachelor’s Degree or military experience

• 3+ years of experience in Process or Project Management

• BPM, Lean, or Six Sigma Certification

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