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,