Sr. Associate, Process Manager - Digital Resolution Center

Capital One • Richmond, VA 23234

Posted 2 weeks ago

Job Description

West Creek 6 (12076), United States of America, Richmond, Virginia

At Capital One, we're building a leading information-based technology company. Still founder-led by Chairman and Chief Executive Officer Richard Fairbank, Capital One is on a mission to help our customers succeed by bringing ingenuity, simplicity, and humanity to banking. We measure our efforts by the success our customers enjoy and the advocacy they exhibit. We are succeeding because they are succeeding.

Guided by our shared values, we thrive in an environment where collaboration and openness are valued. We believe that innovation is powered by perspective and that teamwork and respect for each other lead to superior results. We elevate each other and obsess about doing the right thing. Our associates serve with humility and a deep respect for their responsibility in helping our customers achieve their goals and realize their dreams. Together, we are on a quest to change banking for good.

Sr. Associate, Process Manager - Digital Resolution Center

The Digital Resolution Center is an Enterprise Digital support team, acting as a central hub for issues impacting Digital platforms and customer experience. DRC associates partner with various support teams across the organization including Digital Product Management, Contact Centers, TOC, Integrated Mission Control, Platform Technical Support teams and our Lines of Business. DRC leads and coordinates efforts across teams to drive resolution to digital customer facing production issues and defects while also ensuring customers & stakeholders receive timely communications.


* Lead critical process design & improvement projects for internal clients

* Monitor Digital process performance real time for indicators of new digital problems

* Review new intent to identify impacts to digital customer experience and escalation processes

* Real time monitoring & triage of customer experience within supported digital platforms

* Daily Summary report for Digital stakeholders

* Agile management for DRC

* Triage errors found in process monitoring to identify/resolve customer facing issues

* Partner with lines of business to ensure contact center awareness and preparedness for customer digital issues

* Partner with Product and Tech teams to resolve customer digital issues

* SME & Champion for new digital monitoring tools

* Digital Project Support as required

* Contact center engagement & communications

* Communicate effectively at all levels

* Identify trends through various customer listening feedback channels such as Mobile App Feedback, Apple Store, Google Play, and social media.

* Be a champion for change & improvement

The Person:

We are seeking dedicated, disciplined, process/operations professionals who excel in a team environment. This person will have excellent communication skills, attention to detail, and have the ability to adapt to change quickly. The ability to influence up is key to success in this position. This is an excellent opportunity to continue your career in the field of Digital Process, and/or Product Management.

Basic Qualifications:

* High School diploma or GED

* 1+ years experience in Operations

* 1+ years experience in Process Management

Preferred Qualifications:

* Bachelor's Degree or Military Experience

* Experience with Big Data tools

* Agile certification or experience working with Agile tools

* Teradata, Python, SQL knowledge

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


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