Manager, Product Management - US Card Customer Servicing Platforms

Manager, Product Management - US Card Customer Servicing Platforms

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.

About the Team
As the oldest and largest Line of Business at Capital One, US Card is the engine that powers our enterprise. Within US Card, the Customer Services & Strategy teams don’t just maintain the status quo—we are actively rewriting the playbook for how a modern bank operates. We build technology-led, data-driven products to deliver personalized, empathetic customer experiences at a massive scale.

Join the engine room of Capital One’s customer experience. We are seeking strategic, technically-minded Product Managers to lead mission-critical platforms that power billions of interactions. From managing massive data ecosystems to building the interfaces our global agents use every day, you will drive the "under-the-hood" innovation that makes seamless banking possible.

We currently have multiple openings across our specialized product teams! While each role has a unique focus, they all share a common goal: building scalable, well-managed, and data-driven solutions. 

About the Roles

• Customer Assist platform - the engine that powers intelligent interactions for our customers. You will define the future of how our customers interact with AI to solve their servicing needs at scale, in a well managed way. You will collaborate closely with the Live Agent Chat and Eno teams to align for integrated roadmaps, bridging between near and medium term chat experiences and the destination agentic self-service future. You will bring a strong data driven mindset, and test and learn approach. Success will require navigating through ambiguity to discern and lead a cross functional team through complex dependencies. 
• Card IVR (Interactive Voice Response) team owns the "front door" to our brand—the critical first point of contact for millions of customers seeking clarity, support, and resolution. We aren't just managing a phone menu; we are building a sophisticated, AI-driven conversational platform that serves as the gateway to the US Card experience. As we move toward a future of intent-based routing and seamless natural language processing, we are looking for a visionary Product Manager to transform how 1-800-CAPITAL feels for every caller.
• Correspondence Platform - Partner with Data Analysts, Correspondence Product teams and Platform tenants to understand the evolving needs of our production data for consumers and develops strategies to connect the data product, where appropriate across the capital one eco-system. Own the outcomes related to helping drive improvements in the production system at UPC including the reconciliation process, self healing controls and well managed improvements for for the in house production of cards at Capital One.

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.

Chicago, IL: $149,800 - $171,000 for Manager, Product ManagementMcLean, VA: $164,800 - $188,100 for Manager, Product ManagementNew York, NY: $179,700 - $205,100 for Manager, Product ManagementRichmond, 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 theCapital 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.

If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation, please contact Capital One Recruiting at 1-800-304-9102 or via email at [email protected]. All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations.

For technical support or questions about Capital One's recruiting process, please send an email to [email protected]

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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).