Manager, Product Management - Web and Mobile App Collections Experience
Capital OneAbout the role
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
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