Manager, Product Management - Agent Integrations

Capital One • McLean, VA

2d

About The Position

Manager, Product Management - Agent Integrations 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. About the Team Our Card Servicing Strategy team is at the heart of the customer experience. We own the end-to-end customer servicing experience for US Card, and this role specifically is joining the team focused on delivering exceptional Conversational Servicing platforms, products, and experiences to customers. The successful candidate for this role will drive a critical initiative for chat servicing focused on front and back end integration with an agentic chat support solution. As a Product Manager on the Chat Servicing product team, you will be expected to: Collaborate closely with cross-functional partners to deeply understand customer, live chat agent, and business needs Adopt a strong data driven mindset and test and learn approach to determine the most valuable intersection points across customer, live chat agent, and business needs Co-develop a roadmap with partner teams for bridging near and medium term chat servicing experiences and the destination agentic future, for both agentic customer self-service and agentic enhancements to the chat agent experience Exercise thoughtful routing patterns and test experimentation as customer needs fulfilled via chat and agentic servicing expand Partner with tech counterparts to provide clear requirements for integration patterns for agentic chat servicing into chat platform and enable day-to-day delivery Tackle ambiguity to discern and lead cross functional team through complex dependencies Influence and partner across job families to advance the chat servicing platform to deliver superior message-based servicing experiences Capital One Product Framework In this role, you’ll be expected to demonstrate proficiency in five key areas which we consider to be the foundation for successful Product management: Human Centered - Obsesses about internal and external customer needs to reimagine and innovate product solutions Business Focused - Delivers game-changing outcomes by focusing on leverage and execution excellence Technology Driven - Leverages technology to deliver innovative and resilient solutions that enable both near term and long term value Integrated Problem Solving - Identifies and resolves complex problems to deliver outcomes while mitigating product risks Transformational Leadership - Leads cross functional teams to solve customer problems and drive organizational alignment

Requirements

• At least 3 years of experience working in Product Management
• Currently has, or is in the process of obtaining one of the following with an expectation that the required degree will be obtained on or before the scheduled start date: A Bachelor's Degree in a quantitative field (Statistics, Economics, Operations Research, Analytics, Mathematics, Computer Science, Computer Engineering, Software Engineering, Mechanical Engineering, Information Systems or a related quantitative field) A Master's Degree in a quantitative field (Statistics, Economics, Operations Research, Analytics, Mathematics, Computer Science, Computer Engineering, Software Engineering, Mechanical Engineering, Information Systems or a related quantitative field) or an MBA with a quantitative concentration

Nice To Haves

• Experience translating business strategy and analysis into consumer facing digital products

Responsibilities

• Collaborate closely with cross-functional partners to deeply understand customer, live chat agent, and business needs
• Adopt a strong data driven mindset and test and learn approach to determine the most valuable intersection points across customer, live chat agent, and business needs
• Co-develop a roadmap with partner teams for bridging near and medium term chat servicing experiences and the destination agentic future, for both agentic customer self-service and agentic enhancements to the chat agent experience
• Exercise thoughtful routing patterns and test experimentation as customer needs fulfilled via chat and agentic servicing expand
• Partner with tech counterparts to provide clear requirements for integration patterns for agentic chat servicing into chat platform and enable day-to-day delivery
• Tackle ambiguity to discern and lead cross functional team through complex dependencies
• Influence and partner across job families to advance the chat servicing platform to deliver superior message-based servicing experiences

Benefits

• This role is also eligible to earn performance based incentive compensation, which may include cash bonus(es) and/or long term incentives (LTI).
• Incentives could be discretionary or non discretionary depending on the plan.
• Capital One offers a comprehensive, competitive, and inclusive set of health, financial and other benefits that support your total well-being.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Number of Employees: 5,001-10,000 employees