Senior Manager, Product Management - Agent Servicing Experiences

Senior Manager, Product Management - Agent Servicing Experiences

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 are transforming our agent servicing experience from a manual, agent‑led experience to insights/data‑driven, intelligent experience to better support our agents in servicing our customers. We are building guided experiences within our agent servicing platform to:

• Proactively serve up relevant and pertinent information and insights to agents in the right moment
• Recommend best next actions to agents
• Prompt agents to educate customers on self‑service options
• Provide the most effective and efficient servicing experience while resolving our customers' needs

About the Role

This Product leader will shape our AI servicing capabilities strategy for how we might identify and recommend relevant information, actions, and context for agents and customers, and build extensible, scalable capabilities. This person will also partner closely with our agent servicing frontend experiences teams to ensure capabilities built are driving the desired outcomes (reducing OpEx and providing more desirable agent and customer experiences).

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

Basic Qualifications

• At least 5 years of experience working in Product Management
• 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 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)
  • A 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) or an MBA with a quantitative concentration

Preferred Qualifications

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

Salary (Full‑Time Annual)

• Chicago, IL: $182,500 – $208,300 for Sr. Mgr, Product Management
• McLean, VA: $200,700 – $229,100 for Sr. Mgr, Product Management
• New York, NY: $219,000 – $249,900 for Sr. Mgr, Product Management
• Richmond, VA: $182,500 – $208,300 for Sr. Mgr, Product Management

Candidates hired to work in other locations will be subject to the pay range associated with that location. 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.

Benefits

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.

Application Details

• This role is expected to accept applications for a minimum of 5 business days.
• No agencies please.

Equal Opportunity Employer

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 City’s Fair Chance Act; Philadelphia’s Fair Criminal Records Screening Act; and other applicable federal, state, and local laws and regulations regarding criminal background inquiries.

Accommodations

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 1‑800‑304‑9102 or via email at RecruitingAccommodation@capitalone.com. All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations.

Contact / Technical Support

For technical support or questions about Capital One's recruiting process, please send an email to Careers@capitalone.com.

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).