Manager, Product Management - Card Platforms and Services

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

Manager, Product Management - Card Platforms and Services

Product Management at Capital One is central to how we are reimagining the status quo, finding value creation opportunities, and driving innovative and sustainable customer experiences through technology. Platforms are at the forefront of how we are elevating our customer experience. We are seeking product managers to join our growing Card Platform & Services team which is revolutionizing the way we meet our customers' most critical needs by delivering platform capabilities that unlock real-time, intelligent solutions. 

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.

Card Platforms and Services is hiring Product Managers in the following areas:

Case and Automation Platform

• You will be responsible for cultivating and delivering the vision on a platform that supports the end to end flow of customer investigations, working with many stakeholders to ideate and deliver new to market capabilities, ensuring intelligent logic within the system to drive customer resolution, while maintaining resiliency of the enterprise platform.

• These are technically fluent individuals who can work horizontally with many stakeholders, solving complex problems with technology that focuses on real-time, intuitive experiences for our customers’ most critical needs.

Gallery Platform

• You will be responsible for managing various customer processes and platforms that support customer correspondence. We are on an exciting transformational journey to enable core capabilities that reduce cost, and improve customer experience. There are also tremendous opportunities to reduce engineering cycles via automation and well-managed processes.

• If you have worked as a Product Manager in a large matrixed financial services, payments, or FinTech organization,  and building capabilities at scale excites you, this just may be the team for you.

Agent Servicing Platform

• 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. 

Key responsibilities include:

• Facilitating automated and/or manual resolution of customer investigations surfaced in any channel through a deep understanding of the business need and surrounding technical ecosystem 

• Collaborating with product, engineering, and customers (internal and external) to create a continuous feedback loop to improve our investigative capabilities 

• Applying analytical rigor to turn business opportunities into measurable outcomes, backed by data, that can be leveraged by all

• Partnering with stakeholders to identify requirements, prioritize high impact platform capabilities, and then translate those needs into iterative features that can be actioned by your engineering team(s). You will Establish and maintain a high level of credibility with stakeholders

• Driving day-to-day prioritization of work, troubleshooting reported issues, and overseeing releases

• Evaluating and exploring new technical approaches to solve customer needs

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

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

• Writing acceptance criteria and leading grooming efforts with the tech team

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