Senior Associate, Product Management - Recoveries Agent Experiences

Senior Associate, Product Management - Recoveries Agent Experiences

Product Management at Capital One is a booming, vibrant craft that requires reimagining the status quo, finding value creation opportunities, and driving innovative and sustainable customer experiences through technology.

We believe our portfolio of businesses and investments in growth and transformation will result in a company with the scale, brand, capabilities, talent, and values to succeed as the digital revolution transforms our society and our industry.

Why Card Customer Resiliency

There has never been a better time to work at the heart of Capital One’s mission. The Card Customer Resiliency team has embarked on an unprecedented journey to modernize our technology, elevate the voice of our most vulnerable customers, and innovate rapidly to define industry norms of what caring for customers truly means. Every member of our team is united in our passion to treat customers with dignity, clarity and respect. We build the experiences that allow struggling customers to responsibly manage their debt and understand what is best for them in the long-run.

Approximately 1 in 4 adult Americans has a Capital One Card at any moment in time. Due to the excellence of our credit expertise in underwriting, we lend deeper than any of our competitors, at scale. Because of this, over 20 million of our Card customers typically go delinquent in a given year, the largest pool of DQ customers in America. Our team cares for these customers in their most vulnerable moment, whether it’s enabling relief when hurricanes hit or crafting affordable payment plans that work for our customers and for Capital One. Managing credit risk isn’t just about understanding access to credit, but holistically understanding what happens when that access doesn’t take the path intended.

We are looking for a Senior Associate Product Manager to join the Customer Resiliency team. The Customer Resiliency team, composed of Collections and Recoveries, is embedded within the Mainstreet Card team. We have end-to-end ownership of our customer and drive meaningful P&L impact each quarter.

About the Role

US Card Recoveries will be the first line of business to migrate to Capital One’s next generation of data infrastructure - the ‘Modern Core’. This move will unlock the full power of our enterprise platforms for Recoveries, thereby accelerating new product launches, increasing Card recoveries by an estimated $200M per year, and meaningfully changing the trajectory of our customers’ path back to credit.

The Recoveries modernization to Modern Core is a critical first phase of integrating Recoveries platforms and surrounding business processes with the new Modern Core infrastructure. As we head toward the finish line of critical migration intent, we will turn our focus to the final decommissioning of the legacy agent and subsequent UI platforms, as well as thinking more strategically about the future of Recoveries agent workflows.

In this role, you will lead the future of Recoveries agent experiences powered by our agent-facing tool. You will lead critical transition initiatives, starting with supporting the legacy agent UI decommissioning and chart the long-term destination state for how Recoveries agents interact with platform tools. By designing streamlined workflows, you will empower agents to bring humanity and simplicity to complex customer interactions while driving core business value. You’ll work with design, marketing, operations, compliance, business analysts, and tech to envision the future destination of Recoveries agent experiences and bring those visions to life. You’ll partner with the team reinventing Collection and Recoveries Platforms, under the “Real Time Intelligent Collections” (RTIC) program, to jointly lead Recoveries into a future of real-time, personalized experiences.

The ideal candidate will:

• Have solid product management experience working within full stack software and web environments
• Have the balanced decision making, teamwork, and product skills to manage the Recoveries customer experiences
• Has experience navigating legacy system retirements, platform migrations, or workflow modernization efforts
• Have exceptional judgment and stakeholder management skills to create a unified customer experience roadmap that balances short-term urgent needs with experimenting for the future
• Be comfortable in deep partnership with a broad coalition of functions; great decision making is a team sport and you need to be comfortable being all about the team
• Deeply respect the importance of keeping our promises to customers and doing so in a provably well-managed way
• Be an active partner to the RTIC platform reinvention, helping reimagine the future of Collections experiences as we sunset our legacy platforms
• Aspire to be a general manager who owns key results and is willing to roll up their sleeves to bring new experiences to market

Key Responsibilities:

• Drive Legacy Platform Decommissioning: Lead the product strategy, technical execution, and operational alignment to successfully sunset legacy tools and transition agents seamlessly to modern systems
• Shape Recoveries Agent-Tool Strategy: Define the overarching vision and strategic roadmap for the application within the Recoveries domain, establishing modern standard practices for agent software
• Optimize Agent Workflows: Design and deliver intuitive, high-impact agent experiences that optimize daily operational workflows, reduce task friction, and increase agent efficiency
• Build Destination State Experiences: Partner across Design, Operations, Tech, Compliance, and Business Analysts to envision and deliver the next generation of agent platform capability
• Cross-Platform Collaboration: Partner with platform modernization initiatives and the Collections agent experience teams to integrate real-time intelligence and personalizations into agent-facing tools
• Maintain Well-Managed Standards: Deeply respect compliance and regulatory requirements, ensuring all delivered experiences are provably well-managed and fulfill promises to customers and agents alike

In this role, you’ll learn the essentials of being a product manager, and we’ll invest in you to grow in four key areas:

• Human Centered
  • You’ll collaborate with tech teams to build comprehensive acceptance criteria, identifying and elevating any need for additional research to define future feature design
  • You'll breakdown business epics into features and further into user stories, driving your team towards lowest effort or Minimal Viable Product (MVP) for a valid feature test

• Business Focused
  • Demonstrating a growth mindset, you’ll effectively use hypothesis-driven assessment of data to ensure your product or feature delivers on real business needs
  • You’ll own and prioritize feature development roadmaps, ensuring all necessary processes and procedures are followed to manage risk

• Technology Driven
  • You’ll work autonomously in an agile environment, to conduct research and develop features that utilize new and evolving technology
  • You’ll collaborate with designers, technologists, data scientists and subject-matter experts to build cutting edge solutions to help customers
  • You’ll deliver well-managed product platforms for customers by seeking to understand technology trends and architecture strategy

• Transformational Leadership
  • By actively participating in horizontal forums, you’ll harness a network of trusted relationships among tech teams, designers, key internal stakeholders and partner teams
  • You’ll articulate a succinct product roadmap to deliver business value and share with with stakeholders, elevating your team’s results and becoming a product matter expert

Basic Qualifications:

• Bachelor’s degree or military experience
• At least 1 year of product management experience or at least 1 year of experience in product design, agile delivery, business analysis, data science, or software engineering

Preferred Qualifications:

• Bachelor’s degree in computer science or engineering
• 1+ years translating business strategy or analysis into consumer facing digital products
• 1+ years of experience working on core product platforms powering digital experiences
• 1+ years working with cross functional teams as a product owner in an agile development process

At this time, Capital One will not sponsor a new applicant for employment authorization for this position.

The minimum and maximum full-time annual salaries for this role are listed below, by location. Please note that this salary information is solely for candidates hired to perform work within one of these locations, and refers to the amount Capital One is willing to pay at the time of this posting. Salaries for part-time roles will be prorated based upon the agreed upon number of hours to be regularly worked.

Chicago, IL: $101,100 - $115,400 for Sr. Associate, Product Management; $149,800 - $171,000 for Manager, Product ManagementMcLean, VA: $111,200 - $126,900 for Sr. Associate, Product Management; $164,800 - $188,100 for Manager, Product ManagementNew York, NY: $121,300 - $138,400 for Sr. Associate, Product Management; $179,700 - $205,100 for Manager, Product ManagementRichmond, VA: $101,100 - $115,400 for Sr. Associate, Product Management; $149,800 - $171,000 for Manager, Product Management

Candidates hired to work in other locations will be subject to the pay range associated with that location, and the actual annualized salary amount offered to any candidate at the time of hire will be reflected solely in the candidate’s offer letter.

This role is also eligible to earn performance based incentive compensation, which may include cash bonus(es) and/or long term incentives (LTI). Incentives could be discretionary or non discretionary depending on the plan.

Capital One offers a comprehensive, competitive, and inclusive set of health, financial and other benefits that support your total well-being. Learn more at the Capital One Careers website. Eligibility varies based on full or part-time status, exempt or non-exempt status, and management level.

This role is expected to accept applications for a minimum of 5 business days.No agencies please. Capital One is an equal opportunity employer (EOE, including disability/vet) committed to non-discrimination in compliance with applicable federal, state, and local laws. Capital One promotes a drug-free workplace. Capital One will consider for employment qualified applicants with a criminal history in a manner consistent with the requirements of applicable laws regarding criminal background inquiries, including, to the extent applicable, Article 23-A of the New York Correction Law; San Francisco, California Police Code Article 49, Sections 4901-4920; New York City’s Fair Chance Act; Philadelphia’s Fair Criminal Records Screening Act; and other applicable federal, state, and local laws and regulations regarding criminal background inquiries.

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Capital One Financial is made up of several different entities. Please note that any position posted in Canada is for Capital One Canada, any position posted in the United Kingdom is for Capital One Europe and any position posted in the Philippines is for Capital One Philippines Service Corp. (COPSSC).