Process Management Director - PULSE Operations
We are seeking a high-impact Director of PULSE Operations to drive strategic direction and operational excellence across our core processes. You will be directly accountable for the performance of our fraud operations, dispute operations, and analytics teams, ensuring effective risk mitigation, data-driven decision-making, and scalable operational performance across the PULSE network. This isn't just about oversight; it’s about transformation. By bridging the gap between Technology and Business strategy, you will identify opportunities to streamline our workflows and mitigate risk. You’ll lead a dedicated team of managers and staff, fostering an environment where risk awareness and professional growth go hand-in-hand.
Responsibilities:
- Direct assigned PULSE Operations teams ensuring business strategic initiatives are achieved by analyzing metrics, establishing priorities, and improving operational effectiveness.
- Assign and review work of managers and teams.
- Create partnerships and meet with department heads, managers, supervisors, vendors, and others as needed to solicit cooperation, resolve problems, and drive business strategic initiatives.
- Provide leadership, coaching, and direction to direct reports.
Fraud Operations Leadership:
- Oversee end-to-end fraud operations, including monitoring, detection support, escalation, and network-level fraud mitigation strategies.
- Drive continuous improvement in fraud response times, loss reduction, and alert effectiveness.
- Support development and operationalization of fraud tools, rules, and network controls.
- Partner with issuers, processors, and internal risk teams to enhance fraud capabilities and improve outcomes for network participants.
Dispute Operations Leadership:
- Lead dispute operations including intake, investigation, resolution, and escalation processes.
- Ensure compliance with Reg E and network rules, maintaining audit readiness and strong documentation practices.
- Optimize dispute lifecycle management to reduce cycle times, improve accuracy, and minimize financial/reputational risk.
- Partner with legal, compliance, and network strategy teams on evolving dispute frameworks and arbitration considerations.
Operations Analytics Leadership:
- Oversee analytics team responsible for operational reporting, KPI tracking, and strategic insights.
- Leverage data to identify trends, root causes, and opportunities for operational improvements.
- Support predictive and proactive analytics (e.g. fraud trends, dispute drivers, network anomalies)
Basic Qualifications:
- Bachelors Degree or military experience
- At least 8 years of Process or Operations Management experience within FinTech or Financial Services
- At least 5 years of People Management experience
- At least 2 years of experience in Strategic planning
Preferred Qualifications:
- Masters in Business or Business Administration (MBA), Industrial engineering, Process engineering, Process management, Systems engineering, or Management.
- Experience in the payments industry with an emphasis in payment card transaction processing, settlement, reporting, disputes, fraud prevention strategy, or data sciences.
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: $190,300 - $217,200 for Director, Process Management
Richmond, VA: $173,000 - $197,400 for Director, Process Management
Riverwoods, IL: $173,000 - $197,400 for Director, Process Management
Houston, TX: $173,000 - $197,400 for Director, 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.
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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).