Manager, Customer Analytics Delivery (Small Business Banking)
McLean, VA 
Posted Today
Job Description
Job ID: R76135

McLean 2 (19052), United States of America, McLean, Virginia

At Capital One, we're building a leading information-based technology company. Still founder-led by Chairman and Chief Executive Officer Richard Fairbank, Capital One is on a mission to help our customers succeed by bringing ingenuity, simplicity, and humanity to banking. We measure our efforts by the success our customers enjoy and the advocacy they exhibit. We are succeeding because they are succeeding.

Guided by our shared values, we thrive in an environment where collaboration and openness are valued. We believe that innovation is powered by perspective and that teamwork and respect for each other lead to superior results. We elevate each other and obsess about doing the right thing. Our associates serve with humility and a deep respect for their responsibility in helping our customers achieve their goals and realize their dreams. Together, we are on a quest to change banking for good.

Manager, Customer Analytics Delivery (Small Business Banking)

The Project Manager for SBB's (Small Business Bank) Product Team will design and oversee change management and program support across SBB Product Lanes and the Enterprise to support launching new products and features while continuing to sustain a level of customer experience with consistent quality standards.

As a part of a Customer Experience team working on high visibility and constantly changing products, the primary objective of this role is to enhance and improve SBB's ability to roll out new products that will impact our customers and Associates. The Project Manager will partner closely with product and operations teams to identify points of impact, analyze activities to support change, and provide visibility to launch readiness. The goal of the change management model is that SBB can maintain a quality customer experience while engaging in cycles of testing & learning to tune our products and processes towards full launch.

Detailed responsibilities include:

Build out, iterate, and expand change management model for new products and features launching to market by partnering with key teams:

  • Partner with Product teams to define product readiness dimensions (per product) and identify use cases that will impact customer experience and Operations
  • Partner with frontline & back office SBB teams (e.g. Phone servicing, Marketing, Deposit Operations) to define operational readiness dimensions (e.g. policy, procedure, technology, training, communications) and support the change in the market
  • Coordinate engagement across Capital One Enterprise product and tech teams as needed for key product launches
  • Provide visibility to customer impacting change requests, resolving conflicts as needed and providing an opportunity to review product & operational readiness with leadership & stakeholders
  • Define, measure and improve SBB's ability to successfully and smoothly launch new digital products, including impacts to customer experience & Associate experience post-launch

Manage plans and engagement model for testing products/features that require complex coordination on test cases (such as across Lines of Businesses) in order to be ready to launch

General Responsibilities:

  • Leading moderate to large complex projects and programs by providing strategic direction to projects, peers, and direct reports.
  • Designing, developing, and managing project plans in a complex dynamic environment, revising needs to meet changing requirements
  • Ensuring projects are being documented appropriately to mitigate risk and to be delivered on time.
  • Leveraging problem solving and influencing skills to ensure project plans deliver on intent
  • Partnering cross-functionally with project customers to provide strategic and tactical thought partnership to effectively drive project delivery
  • Building relationships and collaborating with key stakeholders to ensure delivery of commitments
  • Exhibit outstanding influencing skills to effectively drive project / program efforts
  • Have excellent communication and partnership skills which are essential for interacting and communicating with key stakeholders at all levels across the company to manage, inform and influence outcomes

Basic Qualifications:

  • Bachelor's Degree or Military experience
  • At least 5 Years of Project Management experience

Preferred Qualifications:

  • Master's Degree or MBA Degree
  • 8 years of Project Management experience
  • 3 years of People Management experience
  • PMP, Lean, Agile or Six Sigma Certification

At this time, Capital One will not sponsor a new applicant for employment authorization for this position.

Capital One is an equal opportunity employer committed to diversity in the workplace. Capital One promotes a drug-free workplace.

All qualified applicants will receive consideration for employment without regard to gender, race, color, religion, national origin, sexual orientation, protected veteran status, or disability status.

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; Newark, New Jersey Ordinance 12-1630; and other applicable federal, state, and local laws and regulations regarding criminal background inquiries.


Job Summary
Start Date
As soon as possible
Employment Term and Type
Regular, Full Time
Required Education
Bachelor's Degree
Required Experience
5+ years
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