Manager, Product Management - Web and Mobile App Collections Experience

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

Manager, Product Management - Web and Mobile App Collections Experience

Why Team Card Customer Resiliency?

There has never been a better time to work at the heart of Capital One’s mission.  After a frenzied few years reacting to the COVID pandemic’s up-ending of millions of customers’ lives, 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, comprised of Collections and Recoveries, is embedded within a larger horizontal function (Card Services & Strategy), which sets the standard for customer experience across the financial services industry and transforms the economics of Capital One, including as one of the first departments to embed generative AI into technology platforms. We have end-to-end ownership of our customer and drive meaningful P&L impact each quarter.  

 

Why Collections Experience Product Management?

Every day, millions of customers facing some form of financial difficulty interact with Capital One to try to resolve their delinquency.  They interact with us across 12+ channels, with the vast majority of those interactions happening digitally.  We also have more than 1,500 phone agents at the ready to support customers with empathy. 

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 Collections customer experience via the mobile app and web presence - the channels of choice for a majority of our Collections 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 design, marketing, operations, compliance, business analysts, and data scientists to envision the future destination of Collections experiences and bring those visions to life.  You’ll partner with the team reinventing Collection Platforms, under the “Real Time Intelligent Collections” (RTIC) program, to jointly lead Collections into a future of real-time, personalized experiences.  This role leads two tech teams that own the Collections digital channels and experiences - including web, iOS, and Android.

The ideal candidate will:

• Have product management experience working in both web and mobile full stack environments

• 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

• 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

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 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 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 RecruitingAccommodation@capitalone.com. 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 Careers@capitalone.com

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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).