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Job description
Capital One, a Fortune 500 company and one of the nation’s top 10 banks, offers a broad spectrum of financial products and services to consumers, small businesses and commercial clients. Our goal is to create one of the nation’s great banks, and we have the necessary ingredients: a strong balance sheet, resilient businesses, a massive customer franchise, strong analytical capabilities, and great people. We nurture a work environment where people with a variety of thoughts, ideas and backgrounds, guided by our shared Values, come together to make Capital One a great company – and a great place to work.
As a Senior Manager of Production Support within the PULSE network, you will lead a global, 24x7x365 team of managers, principal associates, and offshore contractors delivering operational excellence, proactive client servicing, and business activity monitoring. Serving as a direct technical business liaison into Tech organizations, you will drive direct B2B processor communication, incident response, business impact analysis, and regulatory incident notifications. In this high-touch command center environment, you will oversee real-time operational stoplights (Authorizations, Settlement & Disputes, App Availability) and key transaction health metrics—including TPS, approval/decline rates, stand-in volume, and DKE failures—while strictly managing SLA adherence, MTTD/MTTR targets, and root cause analysis (RCA). Your team will maintain a comprehensive inventory of real-time operational and customer interaction triggers, govern the master customer change management calendar in coordination with network change deployments, develop comprehensive operational playbooks, and ensure audit/governance compliance across all production support processes.
General Responsibilities
Creating and validating processes
Designing and producing metrics used to measure efficiency and effectiveness
Driving process improvements aligned with desired customer outcomes
Analyzing, identifying, and correcting data issues with systems used or owned by a department
Providing subject matter expertise on processes when representing the department in projects and other meetings
Managing and leading a high performing team of associates
Basic Qualifications
Bachelor’s Degree or Military Experience
At least 2 years of experience in Process management
At least 2 years of experience in Project management
At least 2 years of experience in People management
At least 2 years of experience in Relationship management
Preferred Qualifications
Master’s Degree in Business Management, Process Management, Project Management, Risk Management, Communications, Computer Science or Information Systems
Process Management (i.e. LEAN, Six Sigma), Compliance (i.e. CRCM, CIPP, etc.), Business Process Management experience
At least 5 years of experience in Process management
At least 5 years of experience in Project management
At least 5 years of experience in People management
At least 5 years of experience in Complex problem solving
At least 5 years of experience in Relationship management
At this time, Capital One will not sponsor a new applicant for employment authorization for this position.
Plano, TX: $149,000 - $170,000 for Sr Manager, Process Management
McLean, VA: $163,900 - $187,100 for Sr Manager, Process Management
Richmond, VA: $149,000 - $170,000 for Sr Manager, Process Management
Houston, TX: $149,000 - $170,000 for Sr Manager, Process Management
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 ; 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 or via email at 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
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).
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Worksite address
richmond, VA, 23214, US
Who can apply
Review the original listing for work authorization, qualifications and employer requirements.