Manager, Process Management, Workforce Management - Hybrid

Manager, Process Management, Workforce Management

As the Manager of the Workforce Experience Team, you will lead a group of data and reporting professionals. This team is responsible for delivering critical key performance indicators (KPIs), including supply, demand, real-time network, and application access monitoring to support Channels Operations. Success in this role requires a strong command of data coding languages and analytical tools such as Tableau and Quicksights. You will be expected to collaborate closely with Workforce Management functional teams, Channels Operations leaders, and other support groups to translate data into strategic, value-add insights that drive informed business decisions. We are seeking a dedicated and disciplined process professional to join our horizontal process support team, which underpins a global contact center operation. This role requires the ability to effectively communicate and influence partners across the enterprise and at all organizational levels. Success hinges on strong analytical skills, meticulous attention to detail, and the agility to thrive in a dynamic environment. This individual must possess strong leadership and collaboration skills to successfully partner with, direct, and deliver work through others, ensuring the flawless execution of data and process improvement projects.

Partnerships & Stakeholder Management :

• Engage and communicate across multiple LOBs and levels to provide visibility, insights, and recommendations on Channels & Workforce contact center data design; ability to influence key stakeholders and gain buy-in by providing clarity on key issues and options to solve.
• Foster a collaborative and inclusive work environment that encourages creativity, innovation, and professional growth.
• Empower and inspire a team of workforce professionals to Change Banking for Good.

Core Responsibilities :

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 : $126,700 - $144,600 for Manager, Process Management

Richmond, VA : $115,200 - $131,500 for 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. 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.