Manager, Product Management - Customer Resiliency Web and Mobile App Experience

Overview

Manager, Product Management - Customer Resiliency Web and Mobile App Experience

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 Team 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.  

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

We are looking for a Product Manager to join the Customer Resiliency team and lead the Recoveries Web and Mobile experiences. 

This is the place where the mission comes to life - we bring humanity and simplicity to customers in distress.  We help customers use credit wisely.  We’re helping change banking for good.  

In this role, you’ll be responsible for the Recoveries customer experience via the mobile app and web presence - the channels of choice for a majority of our CR customers. This is a complex charter impacting millions of customers and driving hundreds of millions of dollars of business value every year.  You’ll work with engineers, design, marketing, operations, compliance, business analysts, and data scientists to envision the future destination of CR experiences and bring those visions to life. 

The ideal candidate will:

• Have product management experience working in both web and mobile full stack environments
• Have people leadership experience
• Have the balanced decision making, teamwork, and product skills to manage the Collections customer experiences
• 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

Capital One Product Framework

In this role, you’ll be expected to demonstrate proficiency in five key areas which we consider to be the foundation for successful Product Management:

• Human Centered - Obsesses about internal and external customer needs to reimagine and innovate product solutions
• Business Focused - Delivers game-changing outcomes by focusing on leverage and execution excellence
• Technology Driven - Leverages technology to deliver innovative and resilient solutions that enable both near term and long term value
• Integrated Problem Solving - Identifies and resolves complex problems to deliver outcomes while mitigating product risks 
• Transformational Leadership - Leads cross functional teams to solve customer problems and drive organizational alignment

This role is designated as a hybrid position. You are expected to adhere to Capital One's hybrid policy regarding required on-site presence at your designated office location. 

Basic Qualifications:

• Currently has, or is in the process of obtaining one of the following with an expectation that the required degree will be obtained on or before the scheduled start date: 
  • A Bachelor's or Master’s Degree in a quantitative field (Statistics, Economics, Operations Research, Analytics, Mathematics, Computer Science, Computer Engineering, Software Engineering, Mechanical Engineering, Information Systems or a related quantitative field), Business or Marketing

OR

• Bachelor's degree in any field and at least 3 years of Product Management experience 

Preferred Qualifications:

• Experience translating business strategy and analysis into consumer facing digital products

At this time, Capital One will not sponsor a new applicant for employment authorization, or offer any immigration related support for this position (e.g. H1B, F-1 OPT, F-1 STEM OPT, F-1 CPT, J-1, TN, E-3, and O-1, or any other forms of work authorization that require immigration support from an employer)

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.

McLean, VA: $164,800 - $188,100 for Manager, Product Management

New York, NY: $179,700 - $205,100 for Manager, Product Management

Richmond, VA: $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).