Operations Manager, Process Innovation
AlmaSalary not specified
Senior Manager, Process Management (Customer Identity, Step-Up Authentication) at Capital One
McLean, Virginia, United States
Not SpecifiedCompensation
Senior (5 to 8 years), Expert & Leadership (9+ years)Experience Level
Full TimeJob Type
UnknownVisa
Banking, Financial Services, TechnologyIndustries
Requirements
- Bachelor’s Degree in Business Administration, Accounting, Management, Human Resources, or Economics
- At least 4 years of experience
- Strong understanding of Customer Identity solutions
- Deep technical understanding of capability architecture and orchestration
- Strong delivery skillset to drive execution excellence
- Judgement & Communication: Provides clear, data-driven recommendations, tailoring message to senior audiences (both written and verbal)
- Strategic Influence: Navigates senior stakeholders, builds consensus across functions and drives alignment and expectations on competing priorities
- Systems thinking: Connects process and technical design to business outcomes, anticipating downstream impacts of decisions
- Execution leadership: Orchestrates complex cross-functional programs with multiple dependencies and integration points
- Operational excellence: Builds repeatable frameworks, leverages data to optimize throughput, customer experience and risk posture
- Technical Acumen: Demonstrates fluency in end-to-end system interactions, data flows, and platform integration patterns to effectively partner with technology teams and anticipate implementation impacts
- Results Oriented: Willing and able to drive results through deep involvement in execution and delivery
Responsibilities
- Design and own the operational processes of Smart Step-Up, ensuring customers are able to complete discovery, intake, integration, testing and launch in as seamless a manner as possible
- Ensure traceability inside and outside of CI to manage expectations with respect to execution metrics and roadmap commitments
- Field inbound requests and inquiries from LOB partners, serving as an expert consultant to help them understand which identity solutions and integration patterns are most appropriate for their use case
- Identify opportunities to work with partners through self-service, pre-packed solutions that optimize for speed to market
- Collaborate with product and tech partners to align designs across domains on implementation plans, which may include feature enhancements on behalf of our partner
- Develop and maintain standardized operating models for Smart Step-Up process governance, escalation, and KPI tracking with a platform mindset
- Partner with Architecture and Engineering on design control, release planning, and cross-platform consistency
- Act as the execution owner for CI and cross-LOB leadership reviews, ensuring clear communication of program health, milestones, and risk posture
- Champion continuous improvement in platform product enhancements, process efficiency, automation and program visibility
Skills
Process Management
Step-Up Authentication
Customer Identity
Integration
Identity Platform
Operational Processes
Partner Management
Self-Service Solutions
Product Collaboration
Tech Collaboration
Capital One
Offers diverse financial products and services
About Capital One
Capital One provides a variety of financial services aimed at making banking accessible and easy for everyone. The company offers products such as credit cards, savings accounts, car loans, and business checking accounts, catering to both individual consumers and small businesses primarily in the United States. Capital One's approach includes user-friendly banking solutions with no fees or minimums for checking accounts, allowing customers to manage their finances more effectively. They generate revenue through interest on loans, credit card fees, and investment banking services. What sets Capital One apart from its competitors is its strong commitment to financial inclusion and literacy, demonstrated through community partnerships and educational initiatives, such as collaborations with Khan Academy. The company's goal is to create a more inclusive financial system and empower customers with the knowledge and tools they need to make informed financial decisions.
McLean, VirginiaHeadquarters
2014Year Founded
$15.9MTotal Funding
IPOCompany Stage
Fintech, Financial ServicesIndustries
10,001+Employees
Benefits
Medical, Dental, & Vision coverage
Onsite Health Centers
Prescription saving with network of local pharmacies
Stock Purchase Plan
Education Assistance
401(k)
Flexible Spending Accounts
Life and Disability insurance
Generous paid time off + corporate & floating holidays
Registered dieticians on site, cooking classes and free virtual fitness classes
Employee Assistance Program
Risks
Increased competition in subscription management tools may dilute Capital One's advantage.
Over-reliance on partnerships could expose Capital One to technological risks.
Departure of key personnel like Joe Rodriguez may affect risk management continuity.
Differentiation
Capital One offers user-friendly banking with no fees or minimums for checking accounts.
The company partners with Khan Academy to provide financial literacy education.
Capital One is the first major U.S. bank to offer subscription management tools.
Upsides
Capital One's mobile app is a model for secure, user-friendly digital banking.
Data sharing with Worldpay enhances payment security and fraud prevention.
Partnerships with fintechs like Minna Technologies improve customer experience.
Related Jobs
RemoteRemoteProgram Manager
OddballSalary not specified
Full Time
Mid-level (3 to 4 years)
RemoteOperations Manager
Dandy$116,500 - $137,000/year
- Full Time
- Senior (5 to 8 years), Expert & Leadership (9+ years)
RemoteTechnical Program Manager
GroqSalary not specified
- Full Time
- Senior (5 to 8 years), Expert & Leadership (9+ years)
RemoteSenior Program Manager
The Voleon GroupSalary not specified
- Full Time
- Senior (5 to 8 years)
RemotePlatform Product Manager
Second Front SystemsSalary not specified
- Full Time
- Senior (5 to 8 years), Expert & Leadership (9+ years)
RemoteClient Delivery Manager
Maven ClinicSalary not specified
- Full Time
- Mid-level (3 to 4 years), Senior (5 to 8 years)
RemoteAI Solutions Manager
Arize AISalary not specified
- Full Time
- Mid-level (3 to 4 years), Senior (5 to 8 years)