Senior Manager, Product Management-Client Onboarding

Senior Manager, Product Management-Client Onboarding

This role is for the AirKey team, part of the Emerging Payments & AirKey group at Capital One. AirKey is a new method of authentication, effectively turning the payment card into a hardware authenticator, that can help reduce fraud and drive customer engagement for banks and other third parties.  The AirKey team is focused on building a new commercial business based on this proprietary technology developed and patented by Capital One. 

As the Product Manager focused on AirKey commercialization:

• You will manage the onboarding and production readiness of AirKey clients (issuers and distributors). 

• Your role is relationship focused and includes being the primary lead for all client-facing communications. 

• You will work closely with (internal and external) AirKey sales teams and all horizontal business partners to drive revenue generation by enabling in-market AirKey adoption through effective management for new client accounts including any maintenance requests. 

• You will collect feedback from our commercial partners and prospects, and work closely with AirKey and other teams to optimize product to market fit.

• You will be responsible for an efficient and effective implementation of new client programs, program add-ons, consulting and coaching of clients and, as needed, providing issue management for clients throughout the deal lifecycle. 

• You will be responsible for assisting and supporting required internal partners (i.e., product, operations, technology, fraud, legal and risk) to facilitate the smooth delivery of products and services within agreed upon delivery dates to the client.

• You will act as a subject matter expert for the implementations process including: Technology, process flow, escalation pathing, and issue resolution

• You will work with prospective customers and partners to identify and prioritize use cases for AirKey, and lead the implementation of proof-of-concepts.

• You will help refine the product roadmap, and work with both internal and external teams to optimize an AirKey architecture that is scalable across a broad spectrum of use cases. 

The ideal candidate for the role:

• Should be able to work in a high touch, high volume environment while exhibiting strengths in the following areas: excellent communication, judgment, and client focus, fast learning, and ability to multitask at a high capacity in an adaptive environment

• Operates with minimal supervision and exercises professional judgment in making decisions that impact the client experience

• Establishes and maintains a high-level of credibility with business partners and key stakeholders and

• Provide a best in class client experience, while managing internal and external client expectations

 

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 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. Do you dream of more elegant and intuitive products and customer experiences? Do you want to be the one who introduces change to help tens of millions of customers make smarter financial choices? Do you want to change the way people manage their money? You have to ask yourself...do you feel like making an impact?

 

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

Human Centered 

• You’ll lead sourcing and synthesis of customer discovery efforts to understand customer needs to drive the long term vision for your product

• You’ll turn these customer insights into actionable strategies that will define the priorities for your team and rally your stakeholders to your vision

Business Focused 

• You’ll own and prioritize the long-term (12-18 months) product roadmap to deliver on business outcomes, working closely with a cross-functional team to ensure that all the right resources are aligned to ensure that and your team will be successful

• You’ll define KPIs for your product and will be responsible for meas