Manager, Product Management - Agent Servicing Experiences
About The Position
Manager, Product Management - Agent Servicing Experiences 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 We are transforming our agent servicing experience from a manual, agent led experience to insights/data driven, intelligent experience to better support our agents in servicing our customers. We are building guided experiences within our agent servicing platform to proactively serve up relevant and pertinent information and insights to agents in the right moment, recommend best next actions to agents, prompt agents to educate customers on self service options, and more - all in the spirit of providing the most effective and efficient servicing experience while resolving our customers' needs! About to Role This role will focus on "recommending next best action" for agents by leveraging data about the call and about the customer/caller. This PdM will have the ability to think through the recommendation strategy so that we can reduce OpEx while not sacrificing on customer experience. 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
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What This Job Offers
Job Type
Full-time
Career Level
Manager
