Principal Process Manager – Operational Readiness & Production Support

Capital One is seeking a proactive and detail-oriented Principal Process Manager to join a high-impact team supporting critical commerce networks and digital payment ecosystems. In this role, you will act as an operational Subject Matter Expert (SME) driving operational excellence and day-to-day process stability.

You will lead operational readiness for client onboarding, deliver rapid-response production support when operational issues arise, and leverage data to identify continuous process improvements. The ideal candidate possesses sharp critical thinking skills, strong spreadsheet data analysis capabilities (Excel/Google Sheets), and the interpersonal confidence to collaborate across multi-disciplinary teams.

Core Responsibilities:

• Operational Readiness & Client Onboarding
  • Formulate operational workflows, execution scopes, and process guidelines to ensure operational readiness prior to client launches
  • Define and validate operational procedures to guarantee seamless execution as new partners and programs are onboarded

• Production Support & Rapid Issue Resolution
  • Serve as the first line of defense for post-launch operational and production support across supported networks
  • Diagnose, troubleshoot, and resolve performance anomalies (investigating dips in approval rates, transaction flow disruptions, or operational bottlenecks)
  • Actively manage and escalate operational risks and customer-impacting issues to leadership

• Subject Matter Expertise & Process Optimization
  • Build deep domain expertise in specific lines of business, including the Restricted Authorizations Network (RAN)
  • Analyze operational data to identify trends, pinpoint root causes, and propose value-add process enhancements and automation
  • Compare implemented operational solutions against original objectives and make required adjustments to ensure high-quality delivery

• Data Analysis & Stakeholder Collaboration
  • Utilize advanced Excel / Google Sheets tools (pivot tables, formulas, data aggregation) to extract actionable operational insights from the data
  • Communicate complex operational concepts clearly to both technical teams and business leadership.
  • Partner with team members and cross-functional peers to align operational strategies with business execution

• Bachelor’s Degree or military experience
• At least 3 years of experience in process management, operations or project management within financial services
• At least 1 year of experience creating pivot tables, manipulating data and analyzing trends with Microsoft Excel or Google Sheets 

• 4+ years of experience in payments, merchant networks or digital commerce
• Prior exposure to digital wallet platforms (Apple Pay, Google Pay, Samsung Pay) or restricted authorization/issuer marketing networks

At this time, Capital One will not sponsor a new applicant for employment authorization for this position.