Product Manager - Mainstreet Card Team
About The Position
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. This role will be focused on reimagining the Complaints ecosystem - when a Card customer expresses dissatisfaction today, our process does a good job at allowing agents to resolve the customer's complaint within our SLAs. But how can we turn this moment of customer friction into a moment where the customer feels heard, supported, and engaged? How can we turn our data into actionable insights to drive forward our business and our CX? In this role you will work with a multidisciplinary team across Tech, Product, Business, and Ops to deliver the Complaints Product Redesign (CPR) agenda and transform how we think about this mission-critical process. 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
- Currently have, 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 or 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), Business or Marketing OR 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
- Drive the Complaints Product Redesign (CPR) agenda.
- Transform how the company thinks about the complaints process.
- Work with a multidisciplinary team across Tech, Product, Business, and Ops.
- Reimagine the Complaints ecosystem to turn customer friction into a moment of support and engagement.
- Utilize data for actionable insights to drive business and CX forward.
Benefits
- Comprehensive, competitive, and inclusive set of health, financial and other benefits that support your total well-being.
- Performance based incentive compensation, which may include cash bonus(es) and/or long term incentives (LTI).
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What This Job Offers
Job Type
Full-time
Career Level
Manager
