Work From Home, Principal Process Manager, Complaints Operations Strategy

Work From Home, Principal Process Manager, Complaints Operations Strategy

Are you looking for a challenging role that includes the convenience of working virtually at home? Then a Capital One Customer Operations role may be the role for you! To be eligible for this role, candidates must live within 100 miles radius of one of the following zip codes (excluding CA) and report in person, when required, with at least 24 hours notice.

• 23060 (Richmond, VA)
• 23320 (Chesapeake, VA)
• 33634 (Tampa, FL)
• 89144 (Las Vegas, NV)
• 75024 (Plano, TX)
• 19801 (Wilmington, DE)
• 68521 (Lincoln, NE)
• 56301 (St. Cloud, MN)

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. As the complaint landscape continues to change, we are committed to delivering revolutionized, best‑in‑class service, and we're looking for strategic, analytical and collaborative leaders to help us get there.

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. You will leverage data, tell compelling stories and collaborate across the organization to implement impactful solutions.

• Lead deep‑diving 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
• Partner with cross‑functional teams and senior leaders to gain alignment and drive execution
• Apply Lean, Six Sigma and continuous improvement methodologies to redesign processes for enhanced efficiency and customer experience
• Build strong relationships across the organization to foster collaboration and influence
• Serve as a thought leader and trusted advisor in complaints operations, helping shape long‑term strategy
• Solve complex problems with creativity, structured thinking and a customer‑first mindset

• 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
• Exceptional communication and storytelling skills; capable of influencing at all levels of the organization
• Self‑starter with the ability to work independently and manage multiple priorities
• Strong leadership presence and ability to navigate ambiguity
• Lean, Six Sigma or other process improvement certifications are highly desirable
• Collaborative mindset and a genuine team player who builds lasting relationships

• High School Diploma, GED or equivalent certification
• At least 2 years of experience in Process Management, Project Management or Risk Management
• At least 1 year of experience in customer complaints or customer experience
• At least 1 year of experience in regulated environments such as financial services or governmental agencies

• Bachelor's Degree in Business, Operations Management, Engineering or a related field
• At least 3 years of experience in Process Management, Project Management or Risk Management
• At least 2 years of experience working with operational escalations
• At least 1 year of experience delivering large scale initiatives
• Lean, Six Sigma or other continuous improvement certification
• At least 1 year of experience with JIRA, Quicksight or Tableau

• Secure home office environment that is free from background noise and distractions
• Reliable private internet connection that is not supplied via cellular data or hotspot is required
  • A private network that is password protected where you have ownership or line of site sight to every device on the network
  • Internet service must be provided by Cable or Fiber Internet Service Providers (ISP)
  • Hotspots and…