Establish and continuously improve scalable pipeline processes to support operations across SIV programs
Lead the insights strategy to deeply understand and evaluate the customer experience (CX) and effectiveness of SIV pipeline management processes
Use customer journey mapping to visualize and optimize the end-to-end SIV experience for associates and partners
Lead the end-to-end partner sourcing and vetting pipeline building a portfolio of nonprofit, CDFI, and small business partners aligned to SIV program priorities
Partner strategically with the Market Engagement team to co-create and execute a localized, data-informed strategy for partner cultivation and placement
Develop comprehensive partner UX and retention frameworks, maximizing long-term relationship health and ensuring a high quality experience
Partner with Associate Activation team and Lines of Business to increase Associate Awareness of SIV programs, driving a steady influx of volunteers to support program scaling
Optimize the cross-program associate matching architecture that effectively connects associate skills and interests with program and partner needs
Oversee employee engagement and retention metrics, identifying friction points in the volunteer journey and program experience to improve satisfaction

Bachelor’s Degree or military experience
At least 2 years of experience in project management, program management, or process management
At least 1 year of experience in customer experience and human-centered design
3+ years of Project Management experience preferred
1+ years of experience in Pro Bono or Social Impact programming preferred
1+ years of experience working for a for-profit company preferred
1+ years of community organizing, nonprofit, or political experience preferred

Capital One offers a comprehensive, competitive, and inclusive set of health, financial and other benefits that support your total well-being.

Senior Associate, Associate & Partner Pipeline Management – CI&I

Key skills