User Operations Associate Content Moderation Jobs in Washington

Product Management at Capital One is a booming, vibrant craft that requires reimagining the status quo and driving sustainable customer experiences through technology. In Enterprise Risk Management (ERM), we ensure this innovation is built on a foundation of excellence.

Product Operations plays a vital role in the Next Gen Investigation Ecosystem. We don't just watch from the sidelines; we document, monitor, and control the critical processes that allow our products to thrive. We are the bridge between bold intent and execution, ensuring our platforms are "Well Managed" for our businesses, our customers, and our stakeholders.

As a Principal Process Associate in Product Operations, you will support the Anti-Money Laundering (AML) Investigator Platforms team as a primary liaison between Product, Operations, Technology, and our risk partners. You will uniquely blend process execution, change management, and stakeholder partnership to ensure our investigative tools operate at peak efficiency.

We are seeking a Process Specialist-someone who can navigate complex regulatory landscapes while maintaining an obsessive focus on the "Voice of the Customer."

• A Master of Balancing Priorities: You thrive in high-energy, fast-paced environments. You can seamlessly manage multiple initiatives and diverse stakeholders simultaneously, ensuring every "Well Managed" goal is met without sacrificing quality.

• Driven Toward Execution: You display strong initiative and the ability to drive and motivate partners toward common goals. You don't just identify a problem; you support the solution from triage to resolution.

• Technologically Adept & Adaptable: You are a forward-thinker who is quick to adapt to dynamic Agile environments. You are intellectually curious, asking the right questions to challenge conventional thinking and improve the status quo.

• An Influential Partner: You can effectively communicate and influence partners across multiple functional areas, translating technical needs into business outcomes.

• A Master of Synthesis: You can develop, edit, and deliver presentations that distill complex insights into actionable change management strategies.

Process Governance & Coordination

• Drive Improvements: Monitor and report on process health; contribute to the planning of redesign initiatives to eliminate friction.

• Control Support: Establish and manage process controls and maintain formal development/management documentation to ensure a continuous "Well Managed" state.

• Access Management: Own and execute Access Management processes, certification, and ongoing user access requests.

• Policy Maintenance: Support the maintenance of policies and standards that govern the Next Gen ecosystem.

Product Operations & Execution

• The "Front Door": Act as the primary intake for user issues. Manage support channels, triage topics, and collaborate with Product and Tech to drive rapid resolutions.

• Go-To-Market Support: Partner with business customers on user communications and go-to-market plans, ensuring smooth feature adoption.

• Quality Assurance: support User Acceptance Testing (UAT) efforts for product feature delivery.

• Risk Liaison: Support audit and exam requests, partnering with Product and Technology to provide timely and accurate evidence to the Second/Third Line.

Insights & Partnership

• Voice of the Customer: Collect and organize qualitative and quantitative data to provide transparency to senior leadership regarding user needs and platform performance.

• Regulatory Support: Navigate regulatory requirements to ensure all product delivery and process improvements remain compliant.

• Collaborative Outcomes: Partner with Product, Technology, and stakeholders to achieve desired outcomes by clarifying needs and providing appropriate solutions.

Basic Qualifications:

• Bachelor's Degree or military experience

• At least 3 years of experience in Financial Services.

• At least 3 years of experience in Process Management.

• At least 3 years of experience working on cross-functional projects and programs.

• At least 2 years of experience in Risk Management.

• At least 2 years of experience in Project Management.

Preferred Qualifications:

• 4+ years of Financial Services and Process Management experience.

• 3+ years of experience with Root Cause Analysis or Process Improvement.

• 1+ years of experience working in an Agile environment.

• Professional certification in Agile, Lean, Six Sigma, or PMP.

• Business Process Management (BPM) certification or equivalent professional experience.

• Proficient in Google Workspace (e.g., Draw.io, Google Slides, and Google Sheets).

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