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# Senior Manager, Production Support - PULSE Network

- **Company:** Capital One Financial Corporation
- **Location:** Plano, TX, United States
- **Experience:** Expert
- **Salary:** $149,000.0 - $170,000.0
- **Contract:** Franchise
- **Skills:** Business Process Management, Information Systems, Mttr, Information Technology
- **Published:** September 25, 2026
- **Apply:** https://www.businessworkforce.com/job.asp?id=3404532591&tx=JP7771FFJ&pt=1&aff=0B19D771-A501-4A5E-8338-2A822B784D54&utm_source=Job%20Feed&utm_medium=textkernel&utm_campaign=DE&utm_term=0B19D771-A501-4A5E-8338-2A822B784D54

## About the Role

* 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, * 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

## 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


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