Hybrid Principal Associate, Debit Complaints Oversight

Overview

Hybrid Principal Associate, Debit Complaints Oversight

The Enterprise Payments (EP) Debit Operations team is seeking a high-performing Principal Associate to lead Debit Complaints oversight and support the Discover Refer-A-Merchant (RAM) process.

As a Principal Associate, you will be the engine behind our "well-managed" agenda. You will ensure that our core complaint oversight routines are executed with precision while simultaneously managing the tactical remediation of Discover Network Acceptance issues. Furthermore, you will be a key driver in local innovation, bringing a curiosity for AI and automation to identify efficiencies in our daily workflows, reducing risk and improving the customer experience through smarter, tech-forward routines.

Responsibilities

• Discover RAM & Network Acceptance: Support the end-to-end Discover Refer-A-Merchant (RAM) process, including daily prioritization of submissions, remediation tracking, and cross-functional coordination with Retail Bank, Small Business, and Card stakeholders to resolve merchant-specific technical declines

• Strategic Trending & Root Cause Analysis: Perform deep-dive manual and systematic reviews of Debit complaints to identify emerging themes. You won’t just report the "what"—you will investigate the "why" and influence the resolution strategy

• Local Process Innovation: Actively explore and leverage available AI and automation capabilities to drive efficiency in complaint monitoring. You will identify opportunities to modernize manual routines, turning raw data into actionable insights with greater speed and accuracy

• Tier 3 & Ambassador Leadership: Act as the primary advisor for Payment Rail Complaint Ambassadors. You will oversee Tier 3 Enterprise Payments complaints, ensuring high-risk events are documented, escalated, and remediated according to enterprise standards

• Data Governance & Insights: Own the execution of monthly reporting routines, including the management of Tableau dashboards and OKR reports. Utilize SQL to perform ad-hoc data pulls to identify emerging complaint trends and validate the health of the automated reporting ecosystem for Senior Management review

• Cross-Functional Influence: Maneuver through formal and informal channels to drive results, acting as a bridge between frontline feedback (Bank Voice/Pit Stops) and back-end process improvements

• Tech-Forward Curiosity: A proactive interest in leveraging AI tools and data automation to improve local operational workflows and drive team efficiency

• Has the basic SQL to perform independent data validation and trend analysis

Location: This role is hybrid, where you will be expected to spend 3 days per week working in office and the remainder of the week working virtually.

Basic Qualifications

• High School Diploma, GED, or Equivalent Certification

• At least 2 years of experience in Project Management or Program Management

• At least 2 years of experience in Process Management

• At least 2 years of experience supporting, partnering and interacting with internal business clients

Preferred Qualifications

• Bachelor’s Degree or Military Experience

• At least 3 years experience in delivering Horizontal objectives and improvements

• At least 2 years of experience in Complaints Management or Risk Management

• At least 1 year of Data Analytics using Tableau, SQL, or other analytics tools

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: $108,900 - $124,300 for Principal Process Manager

Richmond, VA: $98,900 - $112,900 for Principal Process Manager

Wilmington, DE: $98,900 - $112,900 for Principal Process Manager

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 (EOE, including disability/vet) committed to non-discrimination in compliance with applicable federal, state, and local laws. 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.

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