Senior Manager, Production Support - PULSE Network
As a Senior Manager of Production Support within the PULSE network, you will lead a global, 24x7x365 team of managers, principal associates, and offshore contractors delivering operational excellence, proactive client servicing, and business activity monitoring. Serving as a direct technical business liaison into Tech organizations, you will drive direct B2B processor communication, incident response, business impact analysis, and regulatory incident notifications. In this high-touch command center environment, you will oversee real-time operational stoplights (Authorizations, Settlement & Disputes, App Availability) and key transaction health metrics—including TPS, approval/decline rates, stand-in volume, and DKE failures—while strictly managing SLA adherence, MTTD/MTTR targets, and root cause analysis (RCA). Your team will maintain a comprehensive inventory of real-time operational and customer interaction triggers, govern the master customer change management calendar in coordination with network change deployments, develop comprehensive operational playbooks, and ensure audit/governance compliance across all production support processes.
General Responsibilities:
- Creating and validating processes
- Designing and producing metrics used to measure efficiency and effectiveness
- Driving process improvements aligned with desired customer outcomes
- Analyzing, identifying, and correcting data issues with systems used or owned by a department
- Providing subject matter expertise on processes when representing the department in projects and other meetings
- Managing and leading a high performing team of associates
Basic Qualifications:
- Bachelor’s Degree or Military Experience
- At least 2 years of experience in Process management
- At least 2 years of experience in Project management
- At least 2 years of experience in People management
- At least 2 years of experience in Relationship management
Preferred Qualifications:
- Master’s Degree in Business Management, Process Management, Project Management, Risk Management, Communications, Computer Science or Information Systems
- Process Management (i.e. LEAN, Six Sigma), Compliance (i.e. CRCM, CIPP, etc.), Business Process Management experience
- At least 5 years of experience in Process management
- At least 5 years of experience in Project management
- At least 5 years of experience in People management
- At least 5 years of experience in Complex problem solving
- At least 5 years of experience in Relationship management
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.
Plano, TX: $149,000 - $170,000 for Sr Manager, Process ManagementMcLean, VA: $163,900 - $187,100 for Sr Manager, Process Management
Richmond, VA: $149,000 - $170,000 for Sr Manager, Process Management
Houston, TX: $149,000 - $170,000 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 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.
