Senior Associate, Change Management Process Manager | Retail Bank

Overview Senior Associate, Change Management Process Manager | Retail Bank

We are seeking a highly motivated and detail-oriented professional to join our START team as a Change Management Process Manager. A successful candidate in this role is a proactive problem-solver with exceptional organizational skills, capable of navigating a fast-paced environment while managing complex stakeholder expectations.

As a Sr. Associate, you will be the backbone of the START process, ensuring that change initiatives—ranging from testing to major projects—move through our ecosystem seamlessly. You will act as a Knack SME, a process advisor, and a critical bridge between Product Managers, Developers, and Risk partners to ensure every initiative is well-managed.

Tasks & Key Responsibilities include:

• Process Execution & Intake Management: Validate and manage high-priority intakes (Testing and, Projects). Perform reviews of audiences, appropriate dates and requirements to ensure all initiatives are "Ready for Scoping."

• System Stewardship: Manage the START tool backend, facilitating initiatives stages, troubleshooting issues, and ensuring data integrity across the platform.

• Meeting Facilitation: Lead daily Scoping Meetings on a rotating basis, coordinating Point of Contacts (POCs), capturing resources, socializing and follow-up on next steps.

• Stakeholder Engagement & Communication: Manage the START Slack channel and mailbox with high responsiveness. 

• Capacity & Metric Oversight: Manage operational capacity per protocols, negotiate delivery dates when necessary, and provide volume metrics for Monthly Business Reviews (MBR).

• Risk & Governance Collaboration: Partner with Risk, Cybersecurity, and Audit functions to provide reporting, walkthrough visuals, and sampling data to ensure compliance.

• Team Mentorship & Development: Mentor new team members, engage in cross-training across Bank Voice and C&O, and collaborate with Product Managers to influence results through data-driven storytelling.

Basic Qualifications:

• High School Diploma, GED, or equivalent certification

• At least 2 years of experience in Process Management, Project Management, or Retail Operations

• At least 1 year of experience in Customer Service or Relationship Management

• At least 1 year of experience with Google Suite such as Google Docs, Sheets, Slides, etc.

Preferred Qualifications:

• Bachelor’s Degree or military experience

• 3+ years of experience in Process or Project Management

• BPM, Lean, or Six Sigma Certification

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

The minimum and maximum full-time annual salaries for this role are listed below, by location. Please note that this salary information is solely for candidates hired to perform work within one of these locations, and refers to the amount Capital One is willing to pay at the time of this posting. Salaries for part-time roles will be prorated based upon the agreed upon number of hours to be regularly worked.

McLean, VA: $88,800 - $101,300 for Sr. Process Manager

Richmond, VA: $80,800 - $92,200 for Sr. Process Manager

Wilmington, DE: $80,800 - $92,200 for Sr. Process Manager

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 4901-4920; 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 View phone number on us.fitly.work or via email at View email address on us.fitly.work . 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 View email address on us.fitly.work

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).