11 West 19th Street (22008), United States of America, New York, New York

Manager, Product Management - Authentication & Verification CX Strategy

Fraud – when a customer’s credit card or personal information is stolen – is a defining and increasingly frequent moment in our customers’ financial lives. Here on the Fraud CX team we counter fraudsters’ efforts with real-time, automated, and intelligent technology of our own. Our mission is to unleash our analysts, data scientists, and investigators by making fighting fraud effortless and continuously more powerful. We do that by building consumer-grade, associate-facing products and platforms to automate fraud detection and associated actions, democratize access and understanding of our data, and enable new ways of discovering and extinguishing fraud rings.

A critical part of that system is our authentication and verification tools and strategy. To ensure fraudsters are kept at bay we often need to ask customers for additional verification, such as submitting documents or receiving a one-time-pin. While critical for the business, this friction often drives less than ideal customer experiences. This product manager will partner with business intent, operations, and technology to determine where we need to lean in and prioritize CX, and where the friction is truly helping keep the fraudsters out. Given the horizontal nature of our group, you will learn many different aspects about managing our fraud losses, servicing our customers, and building sophisticated tech products.

What you’ll do

• Drive roadmap and delivery, to enable our vision of real-time, intelligent authentication experiences at every relevant customer touchpoint

• Determine strategy to pool and reuse our authentication tools across channels 

• Build the 101 Learning of the Authentication and Verification Space 

• Outline CX pain points and develop prioritization framework for addressing critical moments 

• Dotted-line manage a Senior Associate in this space and assist them with prioritization and technical team planning 

• Work with business analysts and operations partners to determine strategic plan for how much to improve our ‘offline’ authentication process vs investing in more real time tools 

• Influence critical partners who are key to success in this area 

• Work closely with a team of engineers and business partners to identify customer experience, technical, and operational needs and align on shared priorities

• Spend 20-25% of time with investigators, analysts, front-line agents, and fraud intent/strategy leaders to deeply understand their workflow, pain points, and key opportunities to expand fraud coverage, and then incorporate the resulting understanding into the product vision and roadmap

What you’ll bring:

• A drive toward action and a proven track record of taking a strategic approach to product delivery

• A structured problem-solving approach to help a team work through a wide range of issues

• An understanding of and reverence for data and technical products

• Excellent communication skills to navigate a matrixed organization, tell compelling stories with ease to senior executives, and inspire teams about things that should exist that don’t yet

• Ability to proactively identify impediments on the critical path and remove them

• Intellectual curiosity for emerging technologies and engineering challenges

• Ability to prioritize across different types of value dimensions

• Ability to actively seek out multiple opinions, yet make independent decisions and influence positive outcomes

Basic Qualifications:

• Bachelor’s Degree or military experience

• At least 3 years of product management experience or at least 3 years of experience in product design, agile delivery, business analysis, data science, or software engineering  

Preferred Qualifications:

• Bachelor’s Degree in Computer Science or Engineering

• MBA or Master’s degree

• 2+ years of experience in Agile product management

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.

McLean, VA: $158,400 - $180,800 for Manager, Product Management

New York, NY: $172,800 - $197,200 for Manager, Product Management

Richmond, VA: $144,000 - $164,400 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 earnperformance 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 committed to diversity and inclusion in the workplace. All qualified applicants will receive consideration for employment without regard to sex (including pregnancy, childbirth or related medical conditions), race, color, age, national origin, religion, disability, genetic information, marital status, sexual orientation, gender identity, gender reassignment, citizenship, immigration status, protected veteran status, or any other basis prohibited under applicable federal, state or local law. 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).