Principal Associate, Process Manager - U.S. Card Customer Resiliency

Company: Capital One
Location: Richmond
Posted on: April 2, 2026

Job Description:

Principal Associate, Process Manager - U.S. Card Customer Resiliency Do you find energy from understanding how things work and making them better? If you thrive on connecting the dots to solve complex problems and are passionate about driving impact for the business and our customers, you could be a great fit for our Process Management Team! We are seeking a dedicated, and disciplined, process professional who excels in a team environment to join our Customer Resiliency team. As a Principal Associate Process Manager on the Collections Process Management team, you will be part of a smart, talented team responsible for creating and enhancing processes that deliver excellence to your customer each and every time. This is an exciting opportunity and time to advance your career during a dynamic period of system transformation and organizational change, contributing to processes that deliver consistent excellence and the best experience for our most vulnerable customers. Do these statements describe you? You’re a self-starter driven by curiosity and unafraid to ask questions to fully understand initiative impacts and design solutions in line with top of house strategy. You have a passion for problem-solving and love to geek out on root-cause analysis , using your sharp eye for detail to find the true triggers for problems. Your ideal work style includes embracing a growth mindset as you solve new challenges every day, taking joy from the learning process. You thrive in places where you get to identify and drive high value work as you skillfully find the right problem to solve as our business evolves. You get excited about harnessing the power of data and analytics to solve problems while making connections that make work easier to get right. Still reading? Great! Maybe this job your passion your skills = a perfect match! General Responsibilities: Develop, maintain, and streamline process documentation (including procedures and flow diagrams) and drive continuous process improvements. Understand customer needs and drive process improvements based on those needs. Conduct root cause analysis and perform quality assurance checks to ensure accuracy in the fulfillment of products and services to our customers. Track, problem-solve, and resolve process breakdowns. Navigate between day-to-day work and transformative project work in a fast-paced environment. Serve as a process subject matter expert to internal and external teams. Effectively collaborate with Product and Intent partners to deliver an end-to-end value chain. Basic Qualifications: Bachelor’s Degree or military experience At least 3 years of Process or Project Management experience At least 2 years of experience with Google Sheets for research and analysis, process tracking, including use of formulas and data reconciliation. Preferred Qualifications: Lean, Agile, Six Sigma or Project Management certification Business Process Management (BPM) certified 1 years of experience in Compliance or Risk Management Experience in SQL or data visualization (e.g. Tableau) Experience or familiarity with Collections or Recoveries At this time, Capital One will not sponsor a new applicant for employment authorization for this position. The minimum and maximum full-time annual salaries for this role are listed below, by location. Please note that this salary information is solely for candidates hired to perform work within one of these locations, and refers to the amount Capital One is willing to pay at the time of this posting. Salaries for part-time roles will be prorated based upon the agreed upon number of hours to be regularly worked. McLean, VA: $108,900 - $124,300 for Principal Process Manager Richmond, VA: $98,900 - $112,900 for Principal Process Manager Candidates hired to work in other locations will be subject to the pay range associated with that location, and the actual annualized salary amount offered to any candidate at the time of hire will be reflected solely in the candidate’s offer letter. This role is also eligible to earn performance based incentive compensation, which may include cash bonus(es) and/or long term incentives (LTI). Incentives could be discretionary or non discretionary depending on the plan. Capital One offers a comprehensive, competitive, and inclusive set of health, financial and other benefits that support your total well-being. Learn more at the Capital One Careers website . Eligibility varies based on full or part-time status, exempt or non-exempt status, and management level. This role is expected to accept applications for a minimum of 5 business days. No agencies please. Capital One is an equal opportunity employer (EOE, including disability/vet) committed to non-discrimination in compliance with applicable federal, state, and local laws. Capital One promotes a drug-free workplace. Capital One will consider for employment qualified applicants with a criminal history in a manner consistent with the requirements of applicable laws regarding criminal background inquiries, including, to the extent applicable, Article 23-A of the New York Correction Law; San Francisco, California Police Code Article 49, Sections 4901-4920; New York City’s Fair Chance Act; Philadelphia’s Fair Criminal Records Screening Act; and other applicable federal, state, and local laws and regulations regarding criminal background inquiries. If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation, please contact Capital One Recruiting at 1-800-304-9102 or via email at RecruitingAccommodation@capitalone.com . All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations. For technical support or questions about Capital One's recruiting process, please send an email to Careers@capitalone.com Capital One does not provide, endorse nor guarantee and is not liable for third-party products, services, educational tools or other information available through this site. Capital One Financial is made up of several different entities. Please note that any position posted in Canada is for Capital One Canada, any position posted in the United Kingdom is for Capital One Europe and any position posted in the Philippines is for Capital One Philippines Service Corp. (COPSSC).

Keywords: Capital One, Hampton , Principal Associate, Process Manager - U.S. Card Customer Resiliency, Accounting, Auditing , Richmond, Virginia