Sr. Associate, ADA Customer Accessibility Process Manager

Sr. Associate, Ada Customer Accessibility Process Manager

As a Senior Associate, Individual Contributor, on the Customer Process and Governance team within the Global Accessibility organization, you will be the key driver of the company's enterprise-wide compliance and effectiveness for the Title III Americans with Disabilities Act (ADA) program.

This role requires a highly motivated, self-sufficient process professional with a consultative mindset. You must rapidly assimilate complex, global processes to hit the ground running and drive immediate, measurable impact. Your focus will be on process ownership, independent monitoring, advanced data analysis, and leading strategic process improvement initiatives to ensure enterprise-wide adherence to accessibility standards and procedures globally, with a direct line of sight to the customer experience.

General Responsibilities :

Global Process Governance and Management :

• Own, lead, and monitor all ADA Title III & Global equivalent processes, ensuring enterprise-wide compliance, effectiveness, and alignment with established global standards and policies.
• Define and implement comprehensive monitoring plans for ADA accommodation adherence across various global business units.
• Maintain and update comprehensive process documentation (including flow diagrams and procedures), ensuring consistency across all ADA processes globally.
• Independently track, analyze, and resolve complex process breakdowns across the enterprise, signaling anomalies and trends, and escalating significant risks to leadership.
• Develop and drive project plans for process development and re-engineering initiatives, collaborating with global partners to ensure flawless execution and adoption.

Advanced Case Management and Escalations :

Process Improvement and Strategic Impact :

Data Analysis and Reporting :

What Will Make You Successful :

A self-motivated individual contributor with a consultative mindset who can quickly assimilate complex enterprise-level ADA processes and independently drive results with minimal oversight.

Proven expertise in process improvement with a track record of driving change that results in demonstrable efficiency and resource savings.

Exceptional analytical skills and attention to detail, with the ability to manage multiple high-priority tasks and prioritize workflow effectively in a fast-paced environment.

Excellent written and verbal communication skills, with the ability to effectively influence and educate partners across the company, including executive-level communication.

Basic Qualifications :

Preferred Qualifications :

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.

Richmond, VA : $78,400 - $89,500 for Sr. Process Manager

McLean, VA : $86,300 - $98,400 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.

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 1-800-304-9102 or via email at RecruitingAccommodation@capitalone.com. 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 Careers@capitalone.com.

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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).