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Principal Associate, Process Manager - Client Engagement & Issue Resolution at Capital One - ApplyBlast

Principal Associate, Process Manager - Client Engagement & Issue Resolution

Capital One

4 months ago

3.6 on Glassdoor

Houston, TX

Onsite

Full Time

Senior

0 applicants

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About this role

As a Principal Associate, Process Manager at Capital One, you will design and enhance customer payment processes to drive business impact and operational excellence. You will act as a critical link between customer feedback and product teams, utilizing AI automation and root cause analysis to resolve systemic issues within the payments ecosystem. This role requires leading remediation projects, managing stakeholder expectations, and translating operational data into strategic business cases.

Responsibilities

Sift through customer emails to proactively flag systemic issues
Devise and build AI automation flows for complaint intake
Lead comprehensive remediation work and forward-moving plans
Manage projects by identifying blockers and engaging stakeholders
Translate operational problems into quantified business cases

Skills

Qualifications

Bachelor's degree in Business, Operations, or related fieldCertification in Lean, Agile, Six Sigma, Business Process Management, or Project ManagementExperience with GRC applicationsKnowledge of AI automation tools like Google GeminiExperience in the payments ecosystem