Work From Home Principal Associate Process Manager- Quality Management Operations

As a Principal Process Manager on the Quality Management Operations (QMO) team you will be part of a highly collaborative talented team responsible for creating and enhancing strategies for quality assurance with a focus on error and risk reduction. This position requires leveraging data and analysis to identify and propose improvements to address the root cause of quality errors or other breakdowns for key performance indicators. The ability to build and deliver a compelling story with both qualitative and quantitative data is critical to success.

You will work closely with seniors leaders and key stakeholders across the network to deliver results for the Channels Quality team aimed at detecting breakdowns and driving toward issue resolution. This will require you to contextualize business performance and understand and interpret data to develop highly actionable recommendations for our customers. Were looking for someone that enjoys investigating complex processes collaborating across teams thinking horizontally and is inspired by delivering exceptional customer experiences.

Responsibilities include:

• Leveraging existing tools and development of new tools to detect potential issues in business or process performance at scale

• Developing strategy to define problem statements and investigate potential issues detected

• Using a data scripting language (Python SQL Databricks) to target samples for review

• Analyzing data from a variety of sources (Snowflake Amazon Connect Tableau etc) to identify the root cause of breakdowns impacting key performance metrics

• Packaging insights data analytics and monitoring outputs to drive actionable results; methodically solution complex problems

• Endtoend ownership of high priority high risk or high complexity monitoring plans. This includes removing obstacles to move work through the Quality ecosystem

• Socializing process breakdowns and driving issue resolution and risk mitigation activities with the right stakeholders and issue owners

• Managing relationships with key stakeholders and partners across the broader Card organization; ensure effective communication and coordination

• Acting as a Quality subject matter expert to effectively partner on large scale projects or programs to achieve desired outcomes. Represent department interests where applicable

• Demonstrating expert level skills in Google Slides specifically in building a compelling and concise story with data

• Effectively navigating prioritization conversations to ensure focus applies to the highest value work aligned to business and customer needs

• Influencing partners across the company and across multiple levels of the organization to take action to resolve the issues detected through quality monitoring

The ideal candidate will have:

• A high level of proactivity curiosity and passion for process improvement & project delivery and be driven by measurable results

• Demonstrated a passion for problem solving based on prioritization values process assessment and data analysis

• Experience navigating and translating data (such as SQL SnowFlake etc)

• Excellent verbal and written communication skills including experience in strategic and seniorlevel presentation; adept at unraveling complex processes or issues and presenting them through easily understandable stories

• Strong time management and organizational skills to balance multiple priorities without compromising quality or timeliness

• Experience in managing multiple requests prioritizing based on areas with highest anticipated return on investment and effectively negotiating backlog / prioritization conversations with direct and indirect leaders

• Ability to thrive in a dynamic fastpaced and sometimes ambiguous environment. Conceptual thinking skills must be complemented by a strong quantitative orientation

• Experience working independently or as a member of a project team to support high priority business needs

• Strong collaboration skills with the ability to work across multiple departments

Basic Qualifications:

• High School Diploma GED or Equivalent Certification

• At least 1 year of experience using Google Suite or Microsoft Office

• At least 2 years of Project or Process Management Experience

• At least 1 year of experience leveraging a data scripting language (Examples: Python R Spark SQL)

Preferred Qualifications:

• Bachelors Degree or Military experience

• PMP Lean Agile or Six Sigma certification

• 2 years of experience in Quality monitoring

• 5 years of experience in Process or Project Management

• 5 years of experience in Relationship Management

• 5 years of experience leveraging a data scripting language (Examples: Python R Spark SQL)