Manager, Project Management - Card, Customer Office Team (Hybrid)

Manager, Project Management - Card, Customer Office Team (Hybrid)

The Customer Office team is seeking an experienced and highly motivated Project Manager at the Manager level to lead the revamp of our customer communications governance and support customer communications improvements. This critical role involves orchestrating complex, cross-functional projects from inception through successful completion and ensuring alignment with strategic business objectives, while driving advocacy for our customers. The ideal candidate will possess a deep understanding of project management methodologies, exceptional communication skills, and a proven ability to drive outcomes in a fast-paced environment.

Specific Project Responsibilities:

• Communications Governance: There is a desire from the Card Leadership Team to start improving our customer communications. Today the process to update customer communications is convoluted and spans many teams, including Brand, Legal, Risk, and Operations. There is no defined pathway for intent owners to update their communications, which leaves a fragmented process, resulting in many communications not having an intent owner and many teams unsure how to start when they wish to revise or build a new communication. The goal of this work is to collaborate with key stakeholders to define and stand up a well-managed program that ensures communications are reviewed and updated on a regular basis and create a clear process for new communications to be created, reviewed, and implemented.

• Customer Communications Team Lead: As the new governance process is stood up, this role would also ensure that current updates being made to customer communications across all channels go through the right reviews and are implemented in a timely manner, collaborating with key partners and escalating roadblocks as needed. The goal of this brand new team is to help ensure we are properly iterating and improving customer communications, unlocking leverage for teams around Card. This position will ultimately lead a team of communication creators, utilizing the best practices being researched by the team’s Comms Modernization efforts.

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General Responsibilities:

• Project Planning and Delivery: Own and drive project delivery, encompassing planning, execution, monitoring, and closing. Coordinate cross-functional planning and ongoing alignment of projects in partnership with key stakeholders

• Stakeholder Management: Serve as the primary point of contact for all project stakeholders, including executive leadership, functional teams, and external partners. Coordinate cross-functional reviews to ensure all prerequisite steps, testing, and documentation are complete and adhere to governance standards

• Process Improvement: Identify and implement improvements to the project delivery framework, ensuring efficiency and scalability. 

• Risk and Issue Management: Proactively identify, assess, and mitigate project risks and issues, escalating critical items to leadership as necessary. Lead discussions on critical impediments/updates, escalating major risks and dependencies to senior leadership when necessary

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Basic Qualifications:

• Bachelor’s Degree or Military experience

• At least 5 years of experience in Project Management

• At least 3 years of experience leading projects through the full lifecycle

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Preferred Qualifications:

• Masters Degree or MBA

• 1+ years of experience with acquisitions integration within a technology or service-based organization

• 3+ years of experience leading technology delivery projects

• 3+ years of experience working with Product and Technology teams

• PMP, Lean, Agile or Six Sigma certification

• Strong communication, problem solving and collaboration skills  

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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