Role: Program Manager/Compliance Analyst

Location: Riverwoods, IL

Pay: $50-$55\hr(The rate may be negotiable based on experience, education, geographic location, and other factors.)

Hybrid 3 days onsite a week

Contract(1 year) with possible extension

Position Summary
We are seeking a detail-oriented individual to support a team responsible for administering and coordinating operating rules compliance for clients associated with the Discover and Diners Club networks. This team serves as the operational arm of the compliance process, ensuring required actions are executed accurately and timely in accordance with established network rules and requirements.

The team does not define or own the operating rules themselves, nor determine monitoring requirements. Instead, they are responsible for executing compliance-related activities, including processing waivers, issuing notifications, administering fees, maintaining documentation, and supporting reporting requirements.

This contractor will provide critical operational support to a high-volume, fast-paced team of three professionals by managing compliance processes, generating reporting, and assisting with various compliance administration activities.

Key Responsibilities
Process client waiver requests in accordance with established procedures and service level expectations.
Generate, maintain, and distribute compliance-related reports and documentation.
Prepare and send formal client communications, notifications, and other compliance correspondence.
Support fee administration and waiver processing activities.
Ensure compliance records and case information are accurately maintained within Salesforce.
Review information for accuracy, completeness, and adherence to established procedures.
Partner with internal stakeholders to coordinate compliance-related activities and follow-up actions.
Assist with additional compliance and operational activities as assigned.

Required Qualifications
Experience supporting compliance, regulatory, operational risk, or network administration functions.
Strong written communication skills with the ability to prepare professional client-facing communications and formal documentation.
Exceptional attention to detail and commitment to accuracy.
Demonstrated critical thinking and problem-solving abilities.
Ability to manage multiple priorities in a fast-paced, high-volume environment.
Proficiency with Salesforce; experience using Salesforce as a primary workflow management tool is required.
Strong reporting and data management skills.

Preferred Qualifications
Previous experience working with payment networks, card brands, or financial services organizations.
Experience supporting compliance functions at Visa, Mastercard, Discover, Diners Club, or similar organizations.
Prior Discover Network or Diners Club experience strongly preferred.
Familiarity with network operating rules, compliance processes, or merchant/acquirer programs.

Ideal Candidate Profile
The ideal candidate is a highly organized compliance professional who thrives in a process-driven environment. They possess strong judgment, excellent written communication skills, and meticulous attention to detail. Experience supporting payment network compliance activities and working within Salesforce-based processes will enable this individual to quickly contribute and add value to the team, not task oriented should be solution oriented, networking operations, excel and salesforce  

Additional Notes

Hybrid / Location Requirement:
This role is Riverwoods, IL only. Capital One requires three in-office days per week. Monday through Thursday are available in-office days, and Friday is a dedicated work-from-home day. Any candidate considering relocation must be onsite in Riverwoods on day one. There are zero exceptions to this policy. Please do not submit candidates who cannot meet this requirement.

Team / Business Context:
This role supports the Discover and Diners Club Network compliance operations team. The team works with operating regulations for clients participating in the network. These regulations tell clients what they need to do, how they need to do it, and what requirements must be followed to participate in the network.

Important clarification: this team does not define the rules, own the operating regulations, or determine monitoring requirements. They are the operational arm responsible for executing compliance-related activities.

The team handles waiver processing, client notifications, administrative fees, documentation, internal reporting, client-facing reporting, and coordination of non-compliance data. They receive data showing what is non-compliant, evaluate it for accuracy, coordinate reporting, and help manage the downstream operational process.

This is not traditional regulatory compliance like AML, financial crimes, or banking regulatory compliance. Deanna clarified that this is more focused on compliance with operating regulations and network rules. Payment network, card brand, or financial services operations experience would be highly relevant.

Why the Role Is Open:
Deanna’s team is small, currently three professionals, and they are supporting a high-volume, fast-paced workload. This contractor will help the team process waivers, support reporting, manage documentation, and handle compliance operations work so the existing team can spend more time on integration-related work and process improvement.

Deanna mentioned that the team continues to receive more requests for compliance monitoring. While this is currently approved for 12 months, there is a possibility of extension because the work is expected to continue beyond the initial contract period.

Main 90-Day Success Criteria:
I asked Deanna what the main business or delivery problem would be in the first 90 days. Her answer was that the person needs to quickly get up to speed and help process waivers and reports. The immediate value is adding capacity to the team.

Beyond that, she wants someone who can identify better ways to process waivers, suggest automation ideas, and recognize when something does not make sense. This cannot be someone who only follows tasks blindly. They need to process work accurately, but also think critically and offer suggestions for improvement.

Required Skills:
Salesforce experience is required. This is a must-have because Salesforce is used for waiver processing.

Excel experience is required.

Reporting and data management experience are required.

Strong written communication is required because this person will send communications externally, outside of Capital One, to customers/clients.

High attention to detail and accuracy are critical.

The candidate must have strong documentation skills, critical thinking, problem-solving ability, and the ability to manage multiple priorities in a high-volume environment.

Relevant Backgrounds to Target:
Compliance operations
Operational risk
Network operations
Payment operations
Financial services operations
Card brand operations
Payment network compliance
Operating regulations
Waiver processing
Client notifications
Reporting and documentation
Rules-based operational processes
Process improvement
Salesforce-based workflow processing

Preferred Background:
Previous experience in a payment network, card brand, or financial services organization is strongly preferred.

Visa, Mastercard, Discover Network, or Diners Club experience would be very strong.

Prior Discover Network or Diners Club experience is highly preferred.

Familiarity with network operating rules, compliance processes, waiver processing, and client-facing compliance reporting would be ideal.

Tools:
Salesforce is required.
Excel is required.
Snowflake is a plus, but not required.
Teradata-type systems were mentioned as similar to Snowflake, but they are not required.

Years of Experience:
There is no strict years-of-experience requirement. Deanna said a couple of years of relevant experience could work if the candidate has the right detail orientation, judgment, critical thinking, communication, and process discipline.

Please do not over-focus on years. Focus on relevance and quality of experience.

What This Role Is Not:
This is not an IT auditor role.
This is not a technical IT role.
This is not an AML-specific role.
This is not a financial crimes-specific role.
This is not purely regulatory compliance.
This is not a generic project manager role.
This is not only a task-based admin role.

The best fit is someone who sits between compliance operations, network operations, reporting, Salesforce workflow processing, waiver processing, and process improvement.

Candidate Screening Priorities:
Before submitting, please confirm the candidate can work onsite in Riverwoods on day one with no exceptions.

Please verify real Salesforce experience. They should be able to explain how they used Salesforce, not just list it on the resume.

Please confirm they have experience with reporting, documentation, data management, and high-volume operational processes.

Please look for candidates who have supported compliance, operational risk, payment operations, network operations, financial services operations, or card brand environments.

Please screen for strong written communication, because this person will send external customer/client communications.

Please ask for examples of times they caught an error, questioned data, improved a process, or suggested a better way to complete work.

Best Candidate Profile:
The strongest candidate will have Salesforce, Excel, reporting, documentation, high attention to detail, financial services operations, and some type of compliance or rules-based process background. Payment network or card brand experience would make them especially competitive.

Positioning:
Please do not position candidates as generic Program Managers. Position them as compliance operations professionals who can support Salesforce-based waiver processing, reporting, client communications, documentation, and process improvement in a payment network environment.

A good submission should clearly show:

1. Salesforce experience

2. Reporting and data management experience

3. Compliance operations or operational risk exposure

4. Strong written communication and documentation

5. High attention to detail

6. Ability to manage high-volume process work

7. Ability to think critically and suggest improvements

8. Ability to work onsite in Riverwoods from day one

Red Flags:
Candidates who cannot be onsite in Riverwoods day one.
Candidates who only have IT audit experience with no operational process ownership.
Candidates who are only AML, KYC, fraud, or financial crimes focused.
Candidates who are too technical and looking for a data or IT role.
Candidates who list Salesforce but cannot explain how they used it.
Candidates who only managed project timelines but did not handle reporting, documentation, compliance operations, or process execution.
Candidates who are weak in written communication.
Candidates who only want strategy work and are not willing to process waivers, reports, and operational tasks.