Senior Manager, Product Management, Card Collections Experience Segmentation Lead

Senior Manager, Product Management, Card Collections Experience Segmentation

There has never been a better time to work at the heart of Capital One's mission. After a frenzied few years reacting to the COVID pandemic's 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 isn't just about understanding access to credit but holistically understanding what happens when that access doesn't 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.

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 2,000 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 team's history where we have the foundation to build truly personalized, segmented 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. You'll work with design, marketing, operations, legal, compliance, business analysts, and data scientists to envision the future destination of segmented Collections 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

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 :

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.

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 candidate's 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.

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.