Manager, Process Manager

About the Role

Product Management at Capital One is a vibrant craft requiring reimagining the status quo, finding value creation opportunities, and driving innovative customer experiences through technology. As a Manager of Process Management on our Transaction Processing Network Documentation team, you will deliver flawlessly executed processes that improve business efficiency and drive results. Our team bridges technical teams, stakeholders, and users to ensure products are well-documented, efficient, and fully supported. Documents are the backbone of our Global Product Network, serving as the source of truth for every process. We are modernizing these processes by moving away from antiquated intake, enhancement, and publishing workflows. In this role, you will blend technical writing, business analysis, subject matter expertise, and process management. You will be an integral part of our documentation strategy, guiding the evolution from legacy ecosystems to modernized, streamlined workflows. Serving as a subject matter expert (SME) and primary point of contact for documentation impact initiatives, you will execute documentation enhancements, integrate cutting-edge tools, and ensure continuous audit readiness.

Key Responsibilities

• Content Management & Technical Writing:
• Author, maintain, and publish high-quality technical specifications, supplemental guides, and user-friendly documentation for both technical and non-technical audiences.
• Serve as a Subject Matter Expert (SME) for the products and services covered in the documentation, ensuring technical accuracy, clarity, and integrity.
• Process Optimization & AI Automation:
• Analyze stakeholder requirements, perform gap analyses, and redesign cross-functional workflows to improve documentation clarity, usability, and speed-to-market.
• Drive continuous process improvement by identifying opportunities for workflow automation and AI integration throughout the documentation lifecycle.
• Governance, Compliance & Risk Management:
• Partner with Global Product Network stakeholders to manage document lifecycles, including version control, structured review cycles, and strict adherence to Enterprise/GPN risk standards.
• Maintain a "well-managed" documentation ecosystem, reducing operational risk and ensuring continuous audit readiness.
• Stakeholder Management & Influence:
• Engage and influence internal/external stakeholders, technical leads, and senior leadership through clear written and verbal communication.
• Lead by example—utilizing influence and collaborative partnerships to bring cross-functional teams together to deliver impactful results.
• Mentorship & Team Enablement:
• Lead knowledge-sharing sessions and contribute to team standard operating procedures, desk procedures, and best practices.

Requirements & Tech Stack

• At least 2 years of experience in Process Management.
• At least 2 years of experience working in a cross-functional environment managing stakeholder expectations.
• At least 1 year of hands-on experience using technical formatting, authoring, or publishing tools.

Qualifications

• Bachelor’s Degree or Military experience.

Preferred Qualifications

• Master’s Degree in Business Management, Process Management, Project Management, Risk Management, Communications, Computer Science, or Information Systems.
• Lean, Six Sigma, BPM, or Agile certification.
• 5+ years of experience in Process Management or Project Management.
• Experience working in the Financial Services, FinTech, or Payment Network industry.
• Experience working in an Agile environment and leveraging modern documentation framework workflows.