Capital One

Compensation

Full Description

Description: We are seeking an experienced and data-driven Project Manager to own and evolve our Problem Management process. This is a critical, high-visibility role responsible for transforming raw case and incident data into actionable strategic insights for leadership. You will be the central point of contact for analyzing recurring issues, identifying systemic trends, and driving cross-functional initiatives with Product and Engineering to address root causes. Your work will directly contribute to reducing reactive support volume, improving product stability, and enhancing the overall customer experience.Key Responsibilities:Data Analysis & Insight Generation: Analyze data from closed incidents, Root Cause Analyses (RCAs), and recurring support cases to identify systemic problems and trends. Perform weekly deep dives into case data from Salesforce and incident data from JIRA/ServiceNow to extract patterns related to specific product features, customer segments, or operational gaps. Develop compelling "reporting stories" that clearly articulate the "what, why, and so what" of our biggest customer pain points for a leadership audience.Reporting & Dashboard Management: Own the creation and maintenance of dynamic dashboards in Salesforce and Tableau that track key problem management KPIs. Ensure data from fragmented systems (Salesforce, Jira, Slack) is consolidated to provide a clear, unified view of the customer issue lifecycle. Streamline reporting processes to ensure insights are easily accessible and can be quickly integrated into slide-based presentations for executive meetings and business reviews.Cross-Functional Collaboration & Influence: Establish and lead a tight feedback loop between the Support organization and Product/Engineering leadership. Collaborate closely with Engineering and Product managers to prioritize bug fixes and feature enhancements that address the root causes of recurring support issues, aiming to reduce technical debt and toil. Present findings and strategic recommendations to executive stakeholders to secure buy-in and drive long-term solutions.Process Ownership & Improvement: Serve as the primary owner for the L3 Problem Management and Root Cause Analysis (RCA) processes (5.4) within the "Service the Customer" (5.0) lifecycle. Continuously refine and improve the problem management framework, ensuring that RCAs are conducted effectively and that preventative actions are tracked to completion. Partner with Process Excellence teams to ensure the problem management process is well-documented, standardized, and integrated with broader company workflows. Requirements: Bachelor’s Degree or Military experienceAt least 5 years of experience in project management, program management, or a senior technical support role within a B2B SaaS environment.Proven experience in data analysis and reporting, with a strong ability to translate complex data into clear, actionable insights for an executive audience.Expertise with data visualization tools (Tableau strongly preferred) and CRM platforms (Salesforce strongly preferred).Exceptional communication and presentation skills, with a demonstrated ability to influence and align senior leadership and cross-functional teams.A deep understanding of the incident and problem management lifecycle in an enterprise software context.Preferred: 8+ years of Project Management experiencePreferred: Experience working directly with cloud technologies (e.g., AWS, Databricks, Snowflake) and an understanding of data infrastructure challenges.Preferred: Formal project management certification (e.g., PMP, PRINCE2) or ITIL certification (Service Operations/Problem Management).Preferred: Experience in a role that required building new processes and reporting frameworks from the ground up.Preferred: Familiarity with Salesforce, Jira, Confluence, and ServiceNow.At this time, Capital One will not sponsor a new applicant for employment authorization for this position. Benefits: 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.