Job Information
Capital One Senior Manager, Product Management, Customer Services and Strategy - Data Products & Solutions in Richmond, Virginia
West Creek 8 (12080), United States of America, Richmond, Virginia
Senior Manager, Product Management, Customer Services and Strategy - Data Products & Solutions
Teams across Customer Services and Strategy need data in real-time to make decisions and take actions. For example, do we need to send this customer a text message alerting them about potential fraud on their account? What if our call center agents knew exactly what actions a customer had just attempted digitally so that when they talk to a customer they instantly know how to resolve a customer’s problem? Or even better - what if the agent servicing platform instantly surfaced the correct workflow for an agent to solve the customer’s needs?
Being able to access and confidently use the right data in real-time is necessary for intuitive and easy customer and agent experiences. Our teams enable other products, systems, and teams by providing high-quality data and data infrastructure solutions that ingest, store, and make data accessible. Rather than each team repetitively building solutions that store and make data accessible - we do it for them while ensuring data governance standards are met!
We’re looking for an experienced product manager to join our team to help advance the foundational data & data capabilities needed to power brand-defining, real-time experiences throughout the entire customer servicing journey, specifically in the moments that matter most. You will have the opportunity to help with vision, strategy, and lead cross-functional teams to deliver on this vision. This role will involve working with common data management capabilities such as ingestion, storage solutions, and computation methods, so we are also looking for someone who is excited and knowledgeable about data and making it easy to use.
In this role, you will work with business partners to ensure we are providing new data solutions that meet their needs while also enhancing our existing products with additional core capabilities that serve the businesses evolving needs. This role offers a unique opportunity to gain a wide range of learning and exposure by partnering with other Product leaders, tech, business segments and operations to drive meaningful, transformational results.
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 measuring and tracking to those measures, with an eye to adjusting and refining your roadmap as the data dictates
Technology Driven
You’ll have an end-to-end understanding of your product and how it fits into the larger ecosystem to be able to anticipate impacts from changes in other parts of the business
You’ll work closely with tech leadership and architecture to understand the tradeoffs of technical decisions and how they impact the ultimately customer experience your team will deliver always looking to ensure you’re using the best tool for the job
Transformational Leadership
You’ll rally your teams and senior stakeholders to your product vision and proactively leverage relationships throughout the ecosystem to align to your vision and influence prioritization across partner teams
You’ll be responsible for attracting and retaining top talent to your team and mentoring and developing associates on their product career
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 work.
Passionate & Customer Focus . You care about growing others and bringing them together around what’s possible. You get a thrill from the journey of building and shipping products, and you have a desire and ability to connect with our external or internal customers to fully understand their needs.
Learner. You have an appetite to learn new things or new technologies all while exhibiting humbleness when the time comes to ask for help.
Team Player. You enjoy working with diverse people and driving the team toward a common goal. You have the ability to put the team before yourself and establish long-lasting relationships.
Basic Qualifications:
Bachelor’s Degree or military experience
At least 5 years of experience in digital product management
Preferred Qualifications:
Bachelor’s Degree in Computer Science or Engineering
MBA or Master’s degree
3+ years of experience in Agile product management
Experience translating business strategy and analysis into consumer facing digital products
At this time, Capital One will not sponsor a new applicant for employment authorization for this position.
Capital One offers a comprehensive, competitive, and inclusive set of health, financial and other benefits that support your total well-being. Learn more at the Capital One Careers website (https://www.capitalonecareers.com/benefits) . Eligibility varies based on full or part-time status, exempt or non-exempt status, and management level.
This role is expected to accept applications for a minimum of 5 business days.
No agencies please. Capital One is an equal opportunity employer committed to diversity and inclusion in the workplace. All qualified applicants will receive consideration for employment without regard to sex (including pregnancy, childbirth or related medical conditions), race, color, age, national origin, religion, disability, genetic information, marital status, sexual orientation, gender identity, gender reassignment, citizenship, immigration status, protected veteran status, or any other basis prohibited under applicable federal, state or local law. Capital One promotes a drug-free workplace. Capital One will consider for employment qualified applicants with a criminal history in a manner consistent with the requirements of applicable laws regarding criminal background inquiries, including, to the extent applicable, Article 23-A of the New York Correction Law; San Francisco, California Police Code Article 49, Sections 4901-4920; New York City’s Fair Chance Act; Philadelphia’s Fair Criminal Records Screening Act; and other applicable federal, state, and local laws and regulations regarding criminal background inquiries.
If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation, please contact Capital One Recruiting at 1-800-304-9102 or via email at RecruitingAccommodation@capitalone.com . All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations.
For technical support or questions about Capital One's recruiting process, please send an email to Careers@capitalone.com
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Capital One Financial is made up of several different entities. Please note that any position posted in Canada is for Capital One Canada, any position posted in the United Kingdom is for Capital One Europe and any position posted in the Philippines is for Capital One Philippines Service Corp. (COPSSC).
