Empath Community Manager, Process Management - Servicing Strategy

Empath Community Manager, Process Management - Servicing Strategy
At Capital One, we're building a leading information-based technology company. Still founder-led by Chairman and Chief Executive Officer Richard Fairbank, we measure our efforts by the success our customers enjoy and the advocacy they exhibit. As part of the next phase of our technology journey, we are looking to be a great platform company.
Capital One's Servicing Strategy is looking for a highly motivated individual to join our team cultivating a dedicated and motivated developer community that builds a platform for our call center representatives. As the Community Manager, you will have the rare opportunity to work at the intersection of Developers and Product Managers, enabling speed to market by building a strong culture of collaboration and shaping our platform by defining, creating and cultivating our developer and user community.
In this role you will:

• Apply governance at key ceremonies of the process we use to get new software to production and follow-up with those building on the platform as needed
• Continually assess where non-value-add work is within that go-to-market process and lean out waste to improve speed to market
• Work with central NPS team multiple times a year in the administration of these key surveys, then collect themes from the surveys and drive improvement efforts from the feedback
• Take market analysis, user feedback, analytics and best practices into consideration when prioritizing work
• Serve as the "front door" of our platform - triage questions for all teams building on the platform and direct to the proper points of contact
• Develop and nurture relationships with key internal stakeholders in support of Capital One's lines of business
• Serve as the initial assessor of internal convergence efforts and perform high level grooming before work is allocated to platform teams

Successful candidates will have the following:

• High level of intellectual curiosity, especially as it relates to cutting-edge technology, and are comfortable with ambiguity
• Knowledge, passion and practical experience around engineering teams in digital technologies
• Obsession for creating a culture for developers and product managers that balances speed to market with well-managed best practices
• Strong analytical, interpersonal, collaboration, communication (written, verbal and technical), presentation, negotiation, influence and problem-solving skills
• Must have strong organizational skills with a proven ability to multi-task and manage multiple projects with minimal direction
• Must be able to use sound judgment and critical thinking skills to work independently in the execution of daily tasks
• Establish and maintain a high level of credibility with stakeholders
• Strong 'self-startability' and initiative to navigate complex subject matter in a large organization
• Effectively lead or collaborate with cross-functional resources to manage and resolve interdependencies
• Skilled at customer listening techniques and ability to synthesize research into common themes and actionable next steps
• Excellent oral and written communication skills; proven track-record of successfully briefing team members at all levels of an organization.

Basic Qualifications:

• High School Diploma, GED or equivalent certification
• At least 2 years of experience in digital product management, process management, software delivery, or software engineering

Preferred Qualifications:

• Bachelor's Degree or military experience
• 3+ years of experience in process 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.
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 committed to diversity and inclusion in the workplace. All qualified applicants will receive consideration for employment without regard to sex (including pregnancy, childbirth or related medical conditions), race, color, age, national origin, religion, disability, genetic information, marital status, sexual orientation, gender identity, gender reassignment, citizenship, immigration status, protected veteran status, or any other basis prohibited under applicable federal, state or local law. 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 [email protected] . 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 [email protected]
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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).