Senior Manager, Process Management (Customer Identity, Step-Up Authentication)

Overview

Senior Manager, Process Management (Customer Identity, Step-Up Authentication)

Senior Manager - Process Management ( Customer Identity, Step-Up Authentication)

Capital One, a Fortune 500 company and one of the nation’s top 10 banks, offers a broad spectrum of financial products and services to consumers, small businesses and commercial clients. Our goal is to create one of the nation’s great banks, and we have the necessary ingredients: a strong balance sheet, resilient businesses, a massive customer franchise, strong analytical capabilities, and great people. We nurture a work environment where people with a variety of thoughts, ideas and backgrounds, guided by our shared Values, come together to make Capital One a great company – and a great place to work.

About the Team:

The Step-Up Authentication team within Customer Identity provides scalable, reliable, simple and compliant identity experiences for partners who integrate with our identity platform, enabling speed to market for secure and seamless identity workflows.

About the Role:

This is an IC role within Customer Identity, in which you will serve as a primary point of contact for partners looking to integrate with the Identity Platform in order to access authentication capabilities. In this role, you will:

• Design and own the operational processes of Smart Step-Up, ensuring customers are able to complete discovery, intake, integration, testing and launch in as seamless a manner as possible.

• Ensure traceability inside and outside of CI to manage expectations with respect to execution metrics and roadmap commitments.

• Field inbound requests and inquiries from LOB partners, serving as an expert consultant to help them understand which identity solutions and integration patterns are most appropriate for their use case.

• Identity opportunities to work with partners through self-service, pre-packed solutions that optimize for speed to market

• Collaborate with product and tech partners to align designs across domains on implementation plans, which may include feature enhancements on behalf of our partner.

• Develop and maintain standardized operating models for Smart Step-Up process governance, escalation, and KPI tracking with a platform mindset.

• Partner with Architecture and Engineering on design control, release planning, and cross-platform consistency.

• Act as the execution owner for CI and cross-LOB leadership reviews, ensuring clear communication of program health, milestones, and risk posture.

• Champion continuous improvement in platform product enhancements, process efficiency, automation and program visibility.

Key Competencies:

• This role will require a strong understanding of the solutions Customer Identity offers, deep technical understanding of how our capabilities are architected and orchestrated, and a strong delivery skillset to drive execution excellence.

• Judgement & Communication: Provides clear, data-driven recommendations, tailoring message to senior audiences (both written and verbal)

• Strategic Influence: Navigates senior stakeholders, builds consensus across function and drives alignment and expectations on competing priorities

• Systems thinking: Connects process and technical design to business outcomes, anticipating downstream impacts of decisions

• Execution leadership: Orchestrates complex cross-functional programs with multiple dependencies and integration points.

• Operational excellence: Builds repeatable frameworks, leverages data to optimize throughput, customer experience and risk posture.

• Technical Acumen: Demonstrates fluency in end to end system interactions, data flows, and platform integration patterns to effectively partner with technology teams and anticipate implementation impacts.

• Results Oriented: Is willing and able to drive results through deep involvement in execution and delivery

Basic Qualifications:

• Bachelor’s Degree in Business Administration, Accounting, Management, Human Resources, or Economics

• At least 4 years of experience in Process Management, Project Management, or Program Management

• At least 4 years of experience in Relationship management

Preferred Qualifications:

• Master’s Degree

• Relevant professional certification

• 5+ years of experience in Process Management

• 5+ years of experience in Project Management

• 5+ years of experience in Program Management

• 2+ years of experience in People Management

• 3+ years of experience in Complex problem solving

• 5+ years of experience in Relationship 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: $154,600 - $176,400 for Sr Manager, Process Management

Richmond, VA: $140,600 - $160,400 for Sr 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 (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.

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]

Capital One does not provide, endorse nor guarantee and is not liable for third-party products, services, educational tools or other information available through this site.

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).