Manager, Product Management - Customer Resiliency Web and Mobile App Experience

Capital One • McLean, VA

2d • Hybrid

About The Position

Capital One is seeking a Product Manager to lead the Customer Resiliency Recoveries web and mobile experiences. The role is responsible for customer experience across the mobile app and web channels, which are used by a majority of Customer Resiliency customers. This complex product charter affects millions of customers and drives significant business value.

The Product Manager will work with engineering, design, marketing, operations, compliance, business analysts, and data scientists to envision and deliver future Customer Resiliency experiences. The work focuses on helping customers in financial distress manage debt responsibly, understand their options, and receive clear, humane support. The role requires balancing urgent customer needs with experimentation and longer-term product improvements, while ensuring commitments to customers are met in a well-managed way.

The position is part of Capital One’s Card Customer Resiliency organization, which includes Collections and Recoveries and is embedded within the Mainstreet Card team. The role is designated hybrid and requires adherence to Capital One’s hybrid policy for onsite attendance at the designated office. The position is eligible for performance-based incentive compensation, which may include cash bonuses and/or long-term incentives.

Requirements

• Currently has, or is in the process of obtaining, a bachelor's or master's degree in a quantitative field, Business, or Marketing, with the degree expected to be obtained on or before the scheduled start date; alternatively, a bachelor's degree in any field and at least 3 years of Product Management experience.
• Product management experience working in both web and mobile full-stack environments.
• People leadership experience.
• Strong decision-making, teamwork, and product skills.
• Exceptional judgment and stakeholder management skills.
• Comfort partnering deeply with a broad coalition of functions.
• Ability to make balanced decisions that consider immediate customer needs and future experimentation.
• Respect for customer commitments and a commitment to managing them in a well-controlled manner.

Nice To Haves

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

Responsibilities

• Lead the Recoveries customer experience across web and mobile app channels.
• Work with engineering, design, marketing, operations, compliance, business analysts, and data scientists to envision and deliver Customer Resiliency experiences.
• Create a unified customer experience roadmap that balances urgent short-term needs with future experimentation.
• Deliver customer-centered product solutions and business outcomes while addressing product risks.
• Ensure customer commitments are kept in a provably well-managed way.
• Lead cross-functional teams to solve customer problems and drive organizational alignment.

Benefits

• Comprehensive health, financial, and other benefits supporting total well-being.
• Eligibility for performance-based incentive compensation, which may include cash bonuses and/or long-term incentives.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager