Manager, Process Manager – Bank Voice Servicing

Capital One

. Lead delivery for high-priority strategic initiatives .

Posted 9/18/2026full-timeRichmond • Virginia • United StatesMid-LevelSenior💰 $122,100 - $153,300 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in leading complex projects and strategic initiatives while effectively managing cross-functional teams. Proficient in process improvement methodologies and project management tools to drive organizational change and enhance operational efficiency.

Highest-signal resume keywords

Project ManagementPeople LeadershipProcess ImprovementAgile MethodologyPMP Certification

ATS Keywords

Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Process ManagementProject PlanningStrategic PlanningOKR ExecutionIssue Triage

Soft Skills

CommunicationTeam LeadershipProblem SolvingCollaboration

Tools & Technologies

Google SuiteMicrosoft OfficeConfluenceJira

Certifications & Qualifications

PMPLeanAgileSix Sigma

Industry Keywords

Retail BankingOrganizational ChangeFeedback ChannelCross-Functional Partnership

Tech Stack

Tools & technologies

PMP

About the role

Key responsibilities & impact

Lead delivery for high-priority strategic initiatives
Lead a team improving frontline handling of complex digital call types
Support issue triage and readiness for large-scale Retail Bank initiatives
Establish a closed-loop feedback channel between operations and partner teams
Drive organizational change by owning and improving scalable systems and processes for strategic planning and OKR execution
Lead medium- to large-scale complex projects and provide strategic direction in a matrixed environment
Partner cross-functionally with operations, product, technology, and other stakeholders
Communicate across all organizational levels and elevate key decision points to leadership
Design, develop, and manage project plans in a complex, dynamic environment
Ensure programs and initiatives are appropriately documented to mitigate risk and support on-time delivery
Identify pain points and provide insights leading to enhancements

Requirements

What you’ll need

High School Diploma, GED or equivalent certification
At least 3 years of process or project management experience
At least 2 years of experience using Google Suite or Microsoft Office
At least 1 year of experience in People Leadership
Bachelor’s Degree (preferred)
PMP, Lean, Agile or Six Sigma certification (preferred)
At least 4 years of process or project management experience (preferred)
At least 2 years of People Leadership experience (preferred)
At least 1 year of experience using Confluence and Jira (preferred)
Capital One will not sponsor a new applicant for employment authorization for this position
Ability to work hybrid, with 3 days per week in the office and the remainder virtually

Benefits

Comp & perks

Performance-based incentive compensation, which may include cash bonuses and/or long-term incentives (LTI)
Comprehensive health, financial, and other benefits supporting total well-being
Equal opportunity and non-discrimination commitment
Reasonable accommodation support