Sr. Associate, Product Management - Agent Servicing Platform (US Card)

Center 1 (19052), United States of America, McLean, Virginia
Sr. Associate, Product Management - Agent Servicing Platform (US Card)
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 are seeking a product manager to join the Card Servicing Platforms group, focused on the agent servicing experience. In this role, you will be responsible for delivering the vision on a platform that empowers agents to effectively solve customer issues.
This includes ensuring consistent navigation and problem-solving capabilities through a single application, managing intelligent system logic to provide agents with relevant information, and maintaining a reliable platform.
Your impact will be significant as you manage and optimize the platform's core tools and services and enhance usability. You will also maintain platform integrity, streamlining workflows to improve agent efficiency and manage tools that provide insights into customer call reasons. You will play a key role in planning the platform's future, including integrating new products and scaling the platform.
Equally important, you will bring your insights and leadership to a vibrant community dedicated to improving the customer service experience.
In this role you will:

• Apply discovery and research techniques to identify internal customer pain points
• Collaborate with product, engineering, and operations to create a continuous feedback loop
• Partner with stakeholders to identify requirements, prioritize high impact platform capabilities, and then translate those needs into iterative features that can be actioned by your engineering team(s)
• Apply analytical rigor to turn business opportunities into measurable product outcomes, backed by data, that can be leveraged across the platform
• Break down business epics into features and further into user stories
• Write acceptance criteria and lead refinement efforts with the tech team
• Drive day-to-day prioritization of work, troubleshoot reported issues, and oversee releases
• Establish and maintain a high level of credibility with stakeholders
• Evaluate and explore new technical approaches to solve customer needs

In this role, you'll be expected to demonstrate proficiency in four key areas:

• Human Centered
  
  • You'll define clear and actionable problem statements to help teams deliver results while displaying a comprehensive understanding of iterative software delivery, capable of thin-slice MVP grooming
  • You'll leverage customer insights to influence priorities and roadmap feature development while advocating for and driving alignment between stakeholders in the development of acceptance criteria

• Business Focused
  
  • You'll own and prioritize the near-term product roadmap to deliver on business outcomes, quickly identifying points of leverage in complex problems or systems, and utilizing data effectively to define success metrics and measurable outcomes
  • You'll utilize balanced judgment in decisions about risks of both actions taken and not taken while innovating on ways to iterate faster in a well-managed way for the immediate team

• Technology Driven
  
  • You'll understand and leverage technology and end-state architecture vision to partner with technology team to drive comprehensive design decisions out of white space technical problems
  • You'll share business strategy and roadmap with Tech partners to establish context while also leading and facilitating agile ceremonies alongside Tech Lead
  • You'll deliver value by creating reusable, extensible and resilient capabilities and proactively identify opportunities when key metrics on security, resilience and performance are not performing

• Transformational Leadership
  
  • You'll develop and communicate a 6-month vision to senior stakeholders and partner teams with accurate details and transparency on risks and impediments, and proactively build relationships with those outside of your immediate team resulting in horizontal influence
  • You'll Contribute to team culture and recruiting by leading activities to attract and retain top talent and mentoring and developing junior product associates

We want you if you are:

• Intellectually Curious . You ask why, you explore, you're not afraid to blurt out your crazy idea or follow an email chain for weeks to find someone with an answer. Comfortable with ambiguity, a hunger to learn and a seeker of new challenges.
• Communicator & Influencer. You can communicate complex ideas clearly regardless of your audience. Our team knows their priorities and why they're doing what they're doing. You always can rally associates to work with you.
• Do-er. You're biased toward action, you try things and sometimes you fail. You can get around roadblocks and stay focused on your goals. You're well organized, able to multitask and able to prioritize your work.
• Passionate & Customer Focus . You care about growing others and bringing them together around what's possible. You get a thrill from the journey of building and shipping products, and you have a desire and ability to connect with our external or internal customers to fully understand their needs.
• Learner. You have an appetite to learn new things or new technologies all while exhibiting humbleness when the time comes to ask for help.
• Team Player. You enjoy working with diverse people and driving the team toward a common goal. You have the ability to put the team before yourself and establish long-lasting relationships.

Basic Qualifications:

• Bachelor's 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

Preferred Qualifications:

• Bachelor's degree in computer science or engineering
• 1+ years translating business strategy or analysis into consumer facing digital products
• 1+ years of experience working on core product platforms powering digital experiences
• 1+ years working with cross functional teams as a product owner in an agile development process

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.
New York City (Hybrid On-Site): $114,700 - $130,900 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 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.
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.
New York City (Hybrid On-Site): $114,700 - $130,900 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 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. 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 committed to diversity and inclusion in the workplace. All qualified applicants will receive consideration for employment without regard to sex (including pregnancy, childbirth or related medical conditions), race, color, age, national origin, religion, disability, genetic information, marital status, sexual orientation, gender identity, gender reassignment, citizenship, immigration status, protected veteran status, or any other basis prohibited under applicable federal, state or local law. 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.
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 [email protected] . All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations.
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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).