Locations: US Remote, United States of America

　　Principal Associate, ADA Title III Enterprise Lead Work From Home

　　Summary:

　　As a lead for ADA title Ill at Capital One, you will lead a dynamic team of back office associates who are the face of Capital One for our ADA customers and community. Creating excitement and maintaining high levels of morale through change are essential for leaders within Capital One. The ADA Title Ill lead will manage, develop and motivate an internal team of 5 associates and strive to exceed standards of customer service and experience. As the lead this role will require enterprise engagement and alignment through standards and policies.

　　General Responsibilities:

　　Accountable for achieving business goals

　　Provide continuous feedback and coaching to improve and maintain high quality customer experience, effectiveness and efficiency metrics

　　Prepare and deliver monthly performance reviews for direct reports.

　　Manage business level metrics

　　Share in the accountability for a business level function team (Logistics, quality, innovation, morale).

　　Motivate and develop associates and help them achieve their career aspirations

　　Execute flawless management of projects and operations conducted by the team.

　　Ensure timely administrative responsibilities of time cards, spreadsheets, team meetings, etc.

　　Define and measure performance metrics (incentives, monthly scorecards, annual appraisal) and clearly communicate to team associates

　　Manage and oversee the updates and alignment of ADA accommodations thru standards and Policies

　　Lead, and manage the Case management system of record

　　Lead and manage the maintenance of artifacts and how to instructions

　　Ensure high quality delivery through well managed process

　　Establish relationships with segment product owners and define/communicate roadmaps for the team.

　　Consistently apply processes and tools to enable efficient opportunities for process improvements

　　Establish metrics and reporting around the processes. Create, document, and distribute reports to stakeholders.

　　Utilize analytics and reporting, to provide updates and operational transparency to team and Decision Makers

　　Timely communication of updates to best practices, process changes and upcoming events to internal and external customers

　　Monitor process to ensure it is followed correctly by the business; correct issues or escalate with manager if controls are not working as planned.

　　Document process with process maps, procedures, or other artifacts. Maintain and update documentation for new and existing processes.

　　Draft, test and revise work instructions, gain relevant approvals and ensure regular reviews take place.

　　Collect, analyze and measure process data on the effectiveness of business processes, to initiate sustainable, repeatable, and quantifiable business practices and procedures;

　　Research and develop plans to implement and share best practices

　　Collaborate with teammates on larger initiatives; may participate on cross-functional project teams.

　　Develop project plans to execute process development and/or re-engineering.

　　Basic Qualifications:

　　High School Diploma, GED or equivalent certification

　　At least 2 years of experience leading cross-functional teams

　　At least 2 years of experience in Project or Process Management

　　Preferred Qualifications:

　　Bachelor's Degree or Military Experience

　　Business Process Management Certificate (BPM)

　　Project Management Professional (PMP) Certification

　　5+ years experience in People Management

　　2+ years experience in Process Management
Lean, Six Sigma certification

　　ADA title Ill experience or ADA Coordinator certification

　　Work from Home Technology Requirements

　　Secure home office environment that is free from background noise and distractions

　　Reliable private internet connection that is not supplied via cellular data or hotspot is required

　　A private network that is password protected where you have ownership or line of site sight to every device on the network

　　Internet service must be provided by Cable or Fiber Internet Service Providers (ISP)

　　Hotspots and satellite services are prohibited and do not meet performance criteria required for optimal agent/customer interactions

　　ISP download speeds on VPN must be at least 5Mbps, with 10+ Mbps preferred

　　To validate ISP speeds from a Chrome browser, go to www.google.com, type Speed Test and run from the Google landing page

　　Both Hardwire and WiFi internet connections are acceptable as long as speed and security requirements are met

　　Capital One reserves the right to request proof of internet provider, speed and service

　　package from the associate. Requirements are subject to change, as new systems and

　　technology is delivered. Capital One reserves the right to modify internet service

　　requirements with sixty (60) days notice. Internet Service Provider specs can change by provider and location within the US. If you are experiencing consistent issues with internet stability Capital One reserves the right to ask the agent to upgrade internet service to ensure a good customer experience.

　　Work from Home Location Requirements

　　This role is 100% work from home. We are unable to consider applicants who do not meet the required Capital One Work at Home compatible internet access or who live in the states of California, Hawaii, or US territories. Work from home U.S. based associates are not permitted to work internationally, outside of the continental United States (i.e. Hawaii or U.S. Territories), or California.

　　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.

　　Remote (Regardless of Location): $88,100 - $100,500 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 (https://www.capitalonecareers.com/benefits) . 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 committed to diversity and inclusion in the workplace. All qualified applicants will receive consideration for employment without regard to sex (including pregnancy, childbirth or related medical conditions), race, color, age, national origin, religion, disability, genetic information, marital status, sexual orientation, gender identity, gender reassignment, citizenship, immigration status, protected veteran status, or any other basis prohibited under applicable federal, state or local law. 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).