CR Empath Product Owner - Manager

Employer
Capital One
Location
McLean, Virginia
Posted
May 17, 2021
Closes
Jun 16, 2021
Ref
R109172
Function
Finance
Hours
Full Time
Center 1 (19052), United States of America, McLean, Virginia

CR Empath Product Owner - Manager

At Capital One, we're building a leading information-based technology company. Still founder-led by Chairman and Chief Executive Officer Richard Fairbank, Capital One is on a mission to help our customers succeed by bringing ingenuity, simplicity, and humanity to banking. We measure our efforts by the success our customers enjoy and the advocacy they exhibit. We are succeeding because they are succeeding.

Guided by our shared values, we thrive in an environment where collaboration and openness are valued. We believe that innovation is powered by perspective and that teamwork and respect for each other lead to superior results. We elevate each other and obsess about doing the right thing. Our associates serve with humility and a deep respect for their responsibility in helping our customers achieve their goals and realize their dreams. Together, we are on a quest to change banking for good.

Capital One's Card Customer Resiliency Team is looking for a Product Manager who is passionate about building transformative digital experiences and willing to go above and beyond to help our customers succeed. In this role you will lead efforts to define and launch destination-state experiences in our phone agent channel, supporting millions of customer interactions.. The phone channel is a critical customer contact channel for the Customer Resiliency business, facilitating millions of customer touchpoints every year and helping customers navigate their finances. By delivering innovation in the phone agent channel for Customer Resiliency, you will directly impact millions of customers and support Capital One's mission of Changing Banking for Good.

As a Product Manager, you'll be leading initiatives and partnering with internal teams to create phone-based experiences that lay the foundation for the way customers interact with Capital One and help them achieve their goals. You'll team with world-class Product Managers, Business Analysts, Designers, and Engineers, collaborating on new product ideas from concept to launch and having a direct impact on the business objectives. Successful candidates will demonstrate proficiency in product strategy and the ability to deliver digital experiences to market, while balancing that with understanding customer needs and the regulatory landscape of the Phone Agent channel.

In this role you will:
  • Relentlessly push to understand customer needs and ensures customer is considered in prioritization and trade-off discussions
  • Set product vision and lead road mapping, goal setting, story writing, prioritizing, project execution, A/B testing, and product roll-out strategy
  • Collaborate with internal partners. You will be exceptional at developing and nurturing relationships with internal stakeholders and partners. You apply strong communication skills to influence product decisions and inspire breakthrough results
  • Test and iterate in small-scale pilots to validate concepts, refine them to achieve product-market fit, and then scale to drive vertical and horizontal economics
  • Define learning agenda and key performance indicators (KPIs) to measure success/failure
  • Regularly and systematically use data to uncover opportunities, track product performance, and drive decision making
  • Leads a team through rigorous process of test and learn with focus on identifying and developing a minimum viable product (MVP)
  • Prioritize, negotiate and remove blockers to orchestrate successful launch or optimization cycle
  • Manage public releases and customer support materials, ensure compliance with platform requirements, and shepherd digital channels for customer engagement, communication, and experiences
  • Serve as subject matter expert, contributing practitioner, thought leader, career guide and mentor to teams
  • Establish or participate in Design Thinking, Agile, and LEAN rituals which establish rhythm for the team, promote ongoing communication, and iterative refinement of roadmaps


Basic Qualifications:
- Bachelor's Degree or military experience
- At least 3 years of experience in digital product management

Preferred Qualifications:
- Bachelor's Degree in Computer Science or Engineering

- MBA or Master's degree
- 3-5 years of experience translating business strategy and analysis into consumer facing digital products
- 2-4 years of experience in Agile product management

At this time, Capital One will not sponsor a new applicant for employment authorization for this position.

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