Senior Associate, Product Management, Card Collections Offer Experiences

Senior Associate Product Management Card Collections Offer Experiences

Why Team Collections

There has never been a better time to work at the heart of Capital Ones mission. After a frenzied few years reacting to the COVID pandemics up-ending of millions of customers lives the Card Collections team has embarked on an unprecedented journey to modernize our technology elevate the voice of our most vulnerable customers and innovate rapidly to define industry norms of what caring for customers truly means. Every member of our team is united in our passion to treat customers with dignity clarity and respect. We build the experiences that allow struggling customers to responsibly manage their debt and understand what is best for them in the long-run.

Approximately 1 in 4 adult Americans has a Capital One or Discover Card at any moment in time. Due to the excellence in underwriting we provide credit access deeper than any of our competitors. Over 30 million of our Card customers typically go delinquent in a given year the largest pool of DQ customers in America.

Our team cares for these customers in their most vulnerable moments including job loss healthcare troubles natural disasters and other major life events that lead to financial hardship. Managing credit risk isnt just about understanding access to credit but holistically understanding what happens when that access doesnt take the path intended.

Our product and business analyst team share end-to-end ownership of our customer and drive meaningful P&L impact each quarter. Card Collections and Recoveries make up the Customer Resiliency team and are embedded within a larger horizontal function Card Services & Strategy (CS&S). CS&S sets the standard for customer experience across the financial services industry and transforms the economics of Capital One including as one of the first departments to embed generative AI into home grown technology platforms.

What Youll Do

Every day millions of customers facing some form of financial difficulty interact with Capital One to try to resolve their delinquency across 6 digital channels (IVR chat SMS email push letters). We also have more than 2000 phone and chat agents at the ready to support customers with empathy.

As our business continues to scale we recognize that not all customers have the same needs. Our customers ask for personalized financial assistance through education payment plans and workout programs. They also have vastly different channel preferences.

We rebuilt the bottom of our tech stack to unify all customer data our channel fulfillment platforms and our contact and offer decisioning into a Real Time Intelligent Collections (RTIC) ecosystem. We are now at a pivotal moment in our teams history where we have the foundation to build truly personalized segmented offer experiences to care for our customers in the way that works best for them driving increased customer engagement and sustainable outcomes for our customers and business.

This is a complex charter impacting millions of customers and driving hundreds of millions of dollars of business value every year. As we expand our offer suite for customers youll work with design marketing operations legal compliance business analysts and data scientists to envision the future destination of segmented Collections offer experiences and bring those visions to life. This is an entirely new pillar within the Collections Experience tower and over time may grow to include multiple product managers and tech teams.

Preferred Qualifications

Product management experience driving best-in-class consumer digital experiences

Passion for innovation in the financial services industry

Excellence in clear communication and storytelling via slides PRDs and other product artifacts

Exceptional judgment and stakeholder management skills to create a unified customer experience roadmap that balances short-term demands with long term vision

Experience in running structured product experiments (A / B tests multi-armed bandits)

Comfort with deep partnership with a broad coalition of functions

Willingness to challenge the status quo by being truth seeking and rigorous in problem solving

Deep respect for the importance of keeping our promises to customers and doing so in a provably well-managed way

Aspirations to be a general manager who owns key results and is willing to roll up their sleeves to drive outcomes

Basic Qualifications :

Bachelors degree or military experience

At least 1 year of product management experience or at least 1 year of experience in product design agile delivery business analysis data science or software engineering

Capital One Product Framework

In this role youll learn the essentials of being a product manager and well invest in you to grow in four key areas :

Human Centered

Youll collaborate with tech teams to build comprehensive acceptance criteria identifying and elevating any need for additional research to define future feature design

Youll breakdown business epics into features and further into user stories driving your team towards lowest effort or Minimal Viable Product (MVP) for a valid feature test

Business Focused

Demonstrating a growth mindset youll effectively use hypothesis-driven assessment of data to ensure your product or feature delivers on real business needs

Youll own and prioritize feature development roadmaps ensuring all necessary processes and procedures are followed to manage risk

Technology Driven

Youll work autonomously in an agile environment to conduct research and develop features that utilize new and evolving technology

Youll collaborate with designers technologists data scientists and subject-matter experts to build cutting edge solutions to help customers

Youll deliver well-managed product platforms for customers by seeking to understand technology trends and architecture strategy

Transformational Leadership

By actively participating in horizontal forums youll harness a network of trusted relationships among tech teams designers key internal stakeholders and partner teams

Youll articulate a succinct product roadmap to deliver business value and share with with stakeholders elevating your teams results and becoming a product matter expert

At this time Capital One will not sponsor a new applicant for employment authorization for this position.

The minimum and maximum full-time annual salaries for this role are listed below by location. Please note that this salary information is solely for candidates hired to perform work within one of these locations and refers to the amount Capital One is willing to pay at the time of this posting. Salaries for part-time roles will be prorated based upon the agreed upon number of hours to be regularly worked.

McLean VA : $109000 - $124400 for Sr. Associate Product Management

New York NY : $118900 - $135700 for Sr. Associate Product Management

Richmond VA : $99100 - $113100 for Sr. Associate Product Management

Candidates hired to work in other locations will be subject to the pay range associated with that location and the actual annualized salary amount offered to any candidate at the time of hire will be reflected solely in the candidates offer letter.

This role is also eligible to earn performance based incentive compensation which may include cash bonus(es) and / or long term incentives (LTI). Incentives could be discretionary or non discretionary depending on the plan.

Capital One offers a comprehensive competitive and inclusive set of health financial and other benefits that support your total well-being. Learn more at the Capital One Careers website . Eligibility varies based on full or part-time status exempt or non-exempt status and management level.

This role is expected to accept applications for a minimum of 5 business days.

No agencies please. Capital One is an equal opportunity employer (EOE including disability / vet) committed to non-discrimination in compliance with applicable federal state and local laws. Capital One promotes a drug-free workplace. Capital One will consider for employment qualified applicants with a criminal history in a manner consistent with the requirements of applicable laws regarding criminal background inquiries including to the extent applicable Article 23-A of the New York Correction Law; San Francisco California Police Code Article 49 Sections 4901-4920; New York Citys Fair Chance Act; Philadelphias Fair Criminal Records Screening Act; and other applicable federal state and local laws and regulations regarding criminal background inquiries.

If you have visited our website in search of information on employment opportunities or to apply for a position and you require an accommodation please contact Capital One Recruiting at 1- or via email at . All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations.

For technical support or questions about Capital Ones recruiting process please send an email to

Capital One does not provide endorse nor guarantee and is not liable for third-party products services educational tools or other information available through this site.

Capital One Financial is made up of several different entities. Please note that any position posted in Canada is for Capital One Canada any position posted in the United Kingdom is for Capital One Europe and any position posted in the Philippines is for Capital One Philippines Service Corp. (COPSSC).

Required Experience :

Senior IC

Key Skills

Portfolio Management,Wealth Management,Financial Services,Hybris,Microsoft Word,Banking,Cash Management,Data Management,Microsoft Powerpoint,Securities Law,Microsoft Excel,Internet Of Things

Employment Type : Full-Time

Experience : years

Vacancy : 1

Monthly Salary Salary : 109000 - 124400