Senior Manager, Product Management - Back Office Servicing Experiences
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. About the Team We power the back-office operations behind Capital One's servicing. We build end-to-end experiences for customers and agents across two kinds of work: specialized regulatory programs like SCRA (Servicemembers Civil Relief Act), and specialty case operations like guardianship servicing and payment investigations. Our focus is using AI and modern cloud data to automate complex manual work, take effort off our agents, and reshape how back-office servicing runs across lines of business. About the Role We're looking for a Senior Product Manager to lead our SCRA and Specialty Operations domains and the two product managers who own them. You'll set the strategy for these high-visibility back-office capabilities and drive the shift to AI-driven automation, so agents spend less time on routine processing and more time helping customers. You'll manage two product managers, partner with several dedicated tech teams, and lead a cross-functional group across Risk, Legal, Operations, and Business Analysis. The best fit pairs genuine customer and business empathy with the strategic sense to turn complex operational and regulatory needs into simple, highly automated experiences.
Requirements
- 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 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 4 years of Product Management experience
Nice To Haves
- Experience translating business strategy and analysis into consumer facing digital products
Responsibilities
- Lead and grow two product managers owning critical back-office servicing workflows.
- Set and deliver a multi-year roadmap to automate back-office operations using AI and cloud data.
- Own the end-to-end customer and agent experience for regulatory and specialty programs, and expand capabilities like SCRA across more lines of business.
- Partner with Risk, Legal, Compliance, and Operations so every experience is compliant, well-governed, and built to scale.
- Replace manual agent tasks with intelligent automation, freeing agents for higher-value customer work.
- Configure and ship user-centric servicing experiences on our existing enterprise platforms.
Benefits
- performance based incentive compensation, which may include cash bonus(es) and/or long term incentives (LTI)
- comprehensive, competitive, and inclusive set of health, financial and other benefits that support your total well-being
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What This Job Offers
Job Type
Full-time
Career Level
Senior
