# Senior Manager, Production Support - PULSE Network

**Company**: Capital One
**Experience**: senior
**Job type**: full-time
**Salary**: $149,000 - $170,000
**Category**: Operations
**Industry**: Finance

**Apply**: https://capitalone.wd12.myworkdayjobs.com/en-US/Capital_One/job/Houston-TX/Senior-Manager--Production-Support---PULSE-Network_R1001739-1?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_2d563833-b56

## Description

As a Senior Manager of Production Support within the PULSE network, you will lead a global, 24x7x365 team of managers, principal associates, and offshore contractors delivering operational excellence, proactive client servicing, and business activity monitoring.

Serving as a direct technical business liaison into Tech organizations, you will drive direct B2B processor communication, incident response, business impact analysis, and regulatory incident notifications.

In this high-touch command center environment, you will oversee real-time operational stoplights (Authorizations, Settlement & Disputes, App Availability) and key transaction health metrics,including TPS, approval/decline rates, stand-in volume, and DKE failures,while strictly managing SLA adherence, MTTD/MTTR targets, and root cause analysis (RCA).

Your team will maintain a comprehensive inventory of real-time operational and customer interaction triggers, govern the master customer change management calendar in coordination with network change deployments, develop comprehensive operational playbooks, and ensure audit/governance compliance across all production support processes.

**General Responsibilities:**

- Creating and validating processes

- Designing and producing metrics used to measure efficiency and effectiveness

- Driving process improvements aligned with desired customer outcomes

- Analyzing, identifying, and correcting data issues with systems used or owned by a department

- Providing subject matter expertise on processes when representing the department in projects and other meetings

- Managing and leading a high performing team of associates

**Basic Qualifications:**

- Bachelor’s Degree or Military Experience

- At least 2 years of experience in Process management

- At least 2 years of experience in Project management

- At least 2 years of experience in People management

- At least 2 years of experience in Relationship management

**Preferred Qualifications:**

- Master’s Degree in Business Management, Process Management, Project Management, Risk Management, Communications, Computer Science or Information Systems

- Process Management (i.e. LEAN, Six Sigma), Compliance (i.e. CRCM, CIPP, etc.), Business Process Management experience

- At least 5 years of experience in Process management

- At least 5 years of experience in Project management

- At least 5 years of experience in People management

- At least 5 years of experience in Complex problem solving

- At least 5 years of experience in Relationship management

The minimum and maximum full-time annual salaries for this role are:

- Plano, TX: $149,000 - $170,000

- McLean, VA: $163,900 - $187,100

- Richmond, VA: $149,000 - $170,000

- Houston, TX: $149,000 - $170,000

This role is also eligible to earn performance-based incentive compensation, which may include cash bonus(es) and/or long-term incentives (LTI).

## Skills

### Required
- Process management
- Project management
- People management
- Relationship management

### Nice to have
- LEAN
- Six Sigma
- CRCM
- CIPP
- Business Process Management
- Complex problem solving

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Source: [Apply at capitalone.wd12.myworkdayjobs.com](https://capitalone.wd12.myworkdayjobs.com/en-US/Capital_One/job/Houston-TX/Senior-Manager--Production-Support---PULSE-Network_R1001739-1?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)