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Work at Home- Issue Management and Change Manager, Principal Associate

April 24, 2026

About the position

We are seeking a highly motivated process professional with excellent organizational and communication skills. A successful Bank Customer Resiliency(BCR) & Consumer Reporting and Protections (CRP) Issue & Change Manager is adaptable, applies integrated thinking, and supports the Bank's risk event standard. They will have a high level of exposure to every aspect of the Bank Collections and Recoveries, Credit Bureau, Bankruptcy, SCRA, from data management to regulatory compliance. They will proactively identify and resolve issues identified and will be critical to the strengthening of our Well Managed processes as we scale. The Issue & Change Management Lead will be tasked with creating a process to centralize issues and ad hoc requests to improve our processes. They will be responsible for leading change management objectives that include planning the change, managing the change, and monitoring/reinforcing the change. They will work closely with all stakeholders internal and external to BCR & CRP to build advocates for many initiatives that BCR &CRP is driving. If you are curious and eager to learn new things, love problem solving, have a deep reverence for risk and process management, this may be the role for you!

Responsibilities

Collaborate with process owners, operations, and accountable executives to influence results that have a direct impact on the company’s mission.
Support business documentation changes and updates
Support interactions with Internal Audit and Regulatory agencies related to our work, as applicable.
Leading change management and building advocates for initiatives
Collaborating with teams across the enterprise to build engaging and compelling content and experiences
Building relationships within technology, vendors, and various stakeholders to help remediate issues and drive change
Write, proofread, and edit communications needed to support strategic plans
Deliver engaging content and experiences that brings strategies to life and raises associate engagement and advocacy
Work effectively in cross-functional teams to advance the team and leadership’s change strategy and implement a range of creative solutions to reach key target audiences
Understand the intent of our partners (e.g. Product Owners, Compliance, Legal, etc.) to effectively consult and develop change management plans
Manage PRIME events/issues contaminant and remediation
Manage a team with up to three (3) direct reports
Manage all PRIME events/issues, Complaints, and Research/Remediation autonomously
Drive trending analysis and look to create transparency upstream to drive end to end efficiencies
Develop strategies to improve issue management, reporting and analysis using data and technology
Work closely with leadership to build out, manage, and execute strategic, creative campaigns through editorial, video, and graphic content
Develop and execute successful change strategies including executive-level leader communications support and setting metrics to measure success

Requirements

Possess exceptionally strong written and verbal communication skills
Present complex, subject matter in a clear, concise, and compelling manner
Have experience with Product and how to create a Product roadmap
Provide expertise in relationship building with proven ability to work effectively with multiple customers, including peers, executive leaders, and senior management
Be self-motivated with strong organizational skills, attention to detail, and ability to prioritize
Utilize strong presentation skills and engaging professional presence
Possess an ability to translate technical information to non technical audiences
Easily adapt to change and take on a growth mindset approach
High School diploma, GED, or equivalent certification
At least 2 years of experience in Process Management or Project Management
At least 1 year of experience with Google Suite or Microsoft Office
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
Associates must maintain a minimum of 100 Mbps download / 10 Mbps upload speed from their internet provider
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.
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.

Nice-to-haves

Bachelor’s Degree or military experience
At least 2 years of experience in risk management
At least 1 year of experience with root cause analysis
At least 1 year of Agile experience

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...