Manager, Product Management - Card Agent Servicing Platform

Center 1 (19052), United States of America, McLean, Virginia

Manager, Product Management - Card Agent Servicing Platform

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 are seeking a product manager to join the Card Platform & Services group supporting the Agent Servicing experience. You will be responsible for delivering the vision on a platform that empowers agents to act and solve our customer’s problems by providing consistent navigation and problem solving via a single application, maintaining intelligent logic within the system so that all agents have the same information, and offering the ability to provide unique and proactive insights about the customer that can aid in servicing. Just as important, you will also be responsible for creating a developer experience that fosters a community of collaboration, scalability, and reuse. 

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.

In this role you will:

• Apply discovery and research techniques to identify internal customer pain points

• Turn business opportunities into product outcomes, backed by data

• Break down business epics into features and further into user stories

• Write acceptance criteria and lead grooming efforts with the tech team

• Drive day-to-day prioritization of work, troubleshoot reported issues, and oversee releases

• Establish and maintain a high level of credibility with stakeholders

• Evaluate and explore new technical approaches to solve customer needs

 

In this role, you’ll be expected to demonstrate proficiency in four key areas

• Human Centered 

  • You’ll define clear and actionable problem statements to help teams deliver results while displaying a comprehensive understanding of iterative software delivery, capable of thin-slice MVP grooming

  • You’ll leverage customer insights to influence priorities and roadmap feature development while advocating for and driving alignment between stakeholders in the development of acceptance criteria

• Business Focused 

  • You’ll own and prioritize the near-term product roadmap to deliver on business outcomes, quickly identifying points of leverage in complex problems or systems, and utilizing data effectively to define success metrics and measurable outcomes

  • You’ll utilize balanced judgment in decisions about risks of both actions taken and not taken while innovating on ways to iterate faster in a well-managed way for the immediate team

• Technology Driven

  • You’ll understand and leverage technology and end-state architecture vision to partner with technology team to drive comprehensive design decisions out of white space technical problems

  • You’ll share business strategy and roadmap with Tech partners to establish context while also leading and facilitating agile ceremonies alongside Tech Lead

  • You’ll deliver value by creating reusable, extensible and resilient capabilities and proactively identify opportunities when key metrics on security, resilience and performance are not performing

• Transformational Leadership 

  • You’ll develop and communicate a 6-month vision to senior stakeholders and partner teams with accurate details and transparency on risks and impediments, and proactively build relationships with those outside of your immediate team resulting in horizontal influence 

  • You’ll Contribute to team culture and recruiting by leading activities to attract and retain top talent and mentoring and developing junior product associates

We want you if you are: 

• Intellectually Curious. You ask why, you explore, you're not afraid to blurt out your crazy idea or follow an email chain for weeks to find someone with an answer. Comfortable with ambiguity, a hunger to learn and a seeker of new challenges.

• Communicator & Influencer. You can communicate complex ideas clearly regardless of your audience. Our team knows their priorities and why they’re doing what they’re doing. You always can rally associates to work with you.

• Do-er. You’re biased toward action, you try things and sometimes you fail. You can get around roadblocks and stay focused on your goals. You’re well organized, able to multitask and able to prioritize your wo