Principal Process Manager – Operational Readiness & Production Support
Capital One is seeking a proactive and detail-oriented Principal Process Manager to join a high-impact team supporting critical commerce networks and digital payment ecosystems. In this role, you will act as an operational Subject Matter Expert (SME) driving operational excellence and day-to-day process stability.
You will lead operational readiness for client onboarding, deliver rapid-response production support when operational issues arise, and leverage data to identify continuous process improvements. The ideal candidate possesses sharp critical thinking skills, strong spreadsheet data analysis capabilities (Excel/Google Sheets), and the interpersonal confidence to collaborate across multi-disciplinary teams.
Core Responsibilities:
- Operational Readiness & Client Onboarding
- Formulate operational workflows, execution scopes, and process guidelines to ensure operational readiness prior to client launches
- Define and validate operational procedures to guarantee seamless execution as new partners and programs are onboarded
- Production Support & Rapid Issue Resolution
- Serve as the first line of defense for post-launch operational and production support across supported networks
- Diagnose, troubleshoot, and resolve performance anomalies (investigating dips in approval rates, transaction flow disruptions, or operational bottlenecks)
- Actively manage and escalate operational risks and customer-impacting issues to leadership
- Subject Matter Expertise & Process Optimization
- Build deep domain expertise in specific lines of business, including the Restricted Authorizations Network (RAN)
- Analyze operational data to identify trends, pinpoint root causes, and propose value-add process enhancements and automation
- Compare implemented operational solutions against original objectives and make required adjustments to ensure high-quality delivery
- Data Analysis & Stakeholder Collaboration
- Utilize advanced Excel / Google Sheets tools (pivot tables, formulas, data aggregation) to extract actionable operational insights from the data
- Communicate complex operational concepts clearly to both technical teams and business leadership.
- Partner with team members and cross-functional peers to align operational strategies with business execution
Basic Qualifications:- Bachelor’s Degree or military experience
- At least 3 years of experience in process management, operations or project management within financial services
- At least 1 year of experiencecreating pivot tables, manipulating data and analyzing trends withMicrosoft Excel or Google Sheets
Preferred Qualifications:- 4+ years of experience in payments, merchant networks or digital commerce
- Prior exposure to digital wallet platforms (Apple Pay, Google Pay, Samsung Pay) or restricted authorization/issuer marketing networks
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.
Chicago, IL: $98,900 - $112,900 for Principal Process ManagerRiverwoods, IL: $98,900 - $112,900 for Principal 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 candidates 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 theCapital 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.
