Senior Associate Process Manager- Customer Protection- Hybrid
Core
Senior Process Manager driving end-to-end customer process improvements, risk mitigation, and AI-driven insights for Capital One's Retail Bank Customer Protection Organization.
Role type
Senior IC process improvement manager (customer protection)
Builds
Process documentation, performance metrics, and agentic workflow implementations
Domain
Banking / Customer Protection / Process Optimization
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure
Required skills
Process mapping and documentation, data quality and metric reporting, cross-functional coordination, risk trigger identification, generative AI utilization, variation reduction, waste elimination, complex problem resolution, policy interpretation
Preferred skills
BPM, Lean, or Six Sigma certification, AI prompting for process efficiency, Jira, fraud experience, customer service experience
Technologies
Tableau, Google Suite, Microsoft Office, Jira
Responsibilities
Develop and maintain formal process documents (maps, diagrams, FMEAs), lead coordination of initiatives (audits, consolidation), translate AI-driven insights into actionable business outcomes, identify risk triggers and trends across value streams, evaluate agentic workflows to replace manual steps, document processes using BPM artifacts, resolve complex problems against policies and guidelines, participate in cross-functional project teams, proactively manage and resolve risks across the value stream
Seniority
Senior, hands-on IC
