Manager, Product Management - US Card Customer Servicing Platforms

Capital One • McLean, VA

7d • Hybrid

About The Position

Capital One is seeking strategic, technically minded Product Managers for multiple specialized teams within US Card Customer Services & Strategy. These teams build technology-led, data-driven products and platforms that support personalized customer experiences at scale. Product Managers will lead mission-critical platforms and develop scalable, well-managed, data-driven solutions.

Openings include work on the Customer Assist platform, which supports intelligent customer interactions and AI-enabled self-service; the Card IVR platform, which provides the first point of contact for customers and is evolving toward intent-based routing and natural language processing; and the Correspondence Platform, which connects production data products across Capital One and improves card production systems, reconciliation, self-healing controls, and operational management.

Product Managers are expected to demonstrate customer-centered thinking, business focus, technology-driven innovation, integrated problem solving, and transformational leadership. The role is hybrid, with required on-site presence according to Capital One's hybrid policy at the designated office location.

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 required degree 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.

Nice To Haves

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

Responsibilities

• Define the future of customer interactions with AI and help customers resolve servicing needs at scale.
• Collaborate with Live Agent Chat and Eno teams to align integrated roadmaps and bridge near- and medium-term chat experiences with future agentic self-service.
• Use data-driven and test-and-learn approaches, navigate ambiguity, and lead cross-functional teams through complex dependencies.
• Transform the Card IVR experience, including development of an AI-driven conversational platform and movement toward intent-based routing and natural language processing.
• Partner with Data Analysts, Correspondence Product teams, and platform tenants to understand production data needs and develop strategies to connect data products across the Capital One ecosystem where appropriate.
• Drive improvements in the UPC production system, including reconciliation, self-healing controls, and well-managed improvements to in-house card production.
• Demonstrate customer-centered, business-focused, technology-driven, integrated problem-solving, and transformational leadership capabilities.

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