Project Manager, Senior Associate - Quality Of Customer Experience

Overview

Project Manager, Senior Associate - Quality Of Customer Experience

The Quality of Customer Experience team is seeking a Process Manager to support acceptance testing efforts. Quality of Acceptance is a critical component of the Global Payments Network with focus on improving the reliability of the Network to foster a better cardmember experience at physical and digital points-of-sale to drive incremental volume through the various testing efforts.   This position will work cross-functionally with various partner teams (Sales, Operations, Marketing etc.) to boost effectiveness and efficiency through the testing campaigns which validate acceptance levels and enhance market understanding.  The primary responsibilities will be to manage the day-to-day of various testing campaigns through a vendor. This will be inclusive of intake, design, process, vendor coordination and final reporting to business partners. This individual will also work as part of a team to further enhance internal processes and increase testing opportunities and driving a quality first mindset in Payments.

Responsibilities:

• Manage and coordinate testing validation campaigns to ensure a positive customer experience

• Develops and executes testing campaigns by assessing needs, consulting on campaign development, and providing guidance

• Manages day-to-day regional vendor relationship, internal campaign management, and communication across various teams for assigned campaigns

• Provides post-campaign summary and reports including recommendations for next steps and program improvements

• Assists in the continuous improvement of processes and procedures to drive long-term strategic value, inclusive of market execution, post-campaign analysis, and campaign results.

Basic Qualifications:

• Bachelors Degree or Miliary experience

• At least 3 years Marketing or Operations experience

• At least 2 years of experience leading projects across cross-functional teams

• At least 1 year of experience with Microsoft Office, Google Suite or a combination

Preferred Qualifications:

• Bachelor’s Degree in Marketing, Finance, Operations or Business Administration

• Payments experience

• Experience influencing and presenting to key stakeholders, executive level clients, or internal business partners

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.

Riverwoods, IL: $87,700 - $100,100 for Sr. Project Manager

Chicago, IL: $87,700 - $100,100 for Sr. Project 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.

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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).