Senior Manager, Process Management (Customer Identity, Step-Up Authentication)

Senior Manager, Process Management (Customer Identity, Step-Up Authentication)

Capital One, a Fortune 500 company and one of the nation's top 10 banks, offers a broad spectrum of financial products and services to consumers, small businesses and commercial clients. Our goal is to create one of the nation's great banks, and we have the necessary ingredients : a strong balance sheet, resilient businesses, a massive customer franchise, strong analytical capabilities, and great people. We nurture a work environment where people with a variety of thoughts, ideas and backgrounds, guided by our shared Values, come together to make Capital One a great company and a great place to work.

About the Team

The Step-Up Authentication team within Customer Identity provides scalable, reliable, simple and compliant identity experiences for partners who integrate with our identity platform, enabling speed to market for secure and seamless identity workflows.

About the Role

This is an IC role within Customer Identity, in which you will serve as a primary point of contact for partners looking to integrate with the Identity Platform in order to access authentication capabilities. In this role you will :

• 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.
• Identity 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.

Key Competencies

This role will require a strong understanding of the solutions Customer Identity offers, deep technical understanding of how our capabilities are architected and orchestrated, and a strong delivery skillset to drive execution excellence.

Basic Qualifications

Bachelor's Degree in Business Administration, Accounting, Management, Human Resources, or Economics At least 4 years of experience in Process Management, Project Management, or Program Management At least 4 years of experience in Relationship management

Preferred Qualifications

Master's Degree Relevant professional certification 5+ years of experience in Process Management 5+ years of experience in Project Management 5+ years of experience in Program Management 2+ years of experience in People Management 3+ years of experience in Complex problem solving 5+ years of experience in Relationship management

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 : $154,600 - $176,400 for Sr Manager, Process Management Richmond, VA : $140,600 - $160,400 for Sr Manager, Process Management

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.

Capital One is an equal opportunity employer (EOE, including disability / vet) committed to non-discrimination in compliance with applicable federal, state, and local laws.