Senior Associate, Product Management - Recoveries Agent Experiences
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 RoleUS 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 Management
McLean, VA: $111,200 - $126,900 for Sr. Associate, Product Management; $164,800 - $188,100 for Manager, Product Management
New York, NY: $121,300 - $138,400 for Sr. Associate, Product Management; $179,700 - $205,100 for Manager, Product Management
Richmond, 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.
