Director, Product Manager, Retail Bank, In Person Experience

About the role

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. Capital One is looking for a Director of Product Management to lead the digital product strategy for our Café experience — shaping how millions of customers and prospects discover, engage with, and experience Capital One across our physical and digital ecosystem.

Responsibilities

• Set the product vision and strategy
  • Define and lead the multi-year digital product strategy for the Café experience, connecting customer needs, business priorities and technology opportunities.
  • Translate a broad portfolio of opportunities into a clear product vision, roadmap and investment strategy.
  • Establish measurable outcomes and use customer insights, data and experimentation to continually refine priorities.
  • Make thoughtful tradeoffs across customer value, business impact, technical complexity and operational feasibility.
• Build connected physical + digital experiences
  • Reimagine how digital capabilities can make Capital One’s physical presence more discoverable, useful and differentiated.
  • Own experiences that help millions of customers discover Cafés, locations, events and services through Capital One’s digital channels.
  • Create seamless journeys that connect digital discovery with in-person experiences and enable continued engagement after a Café visit.
  • Build capabilities that allow us to better understand and engage prospects who interact with Capital One through our physical spaces.
  • Partner across the enterprise to integrate Café experiences into Capital One’s broader digital ecosystem.
• Empower our Ambassadors
  • Lead the evolution of the digital products and platforms used by Café and branch Ambassadors to serve customers.
  • Simplify fragmented experiences and create intuitive tools that enable Ambassadors to quickly understand customer needs and provide relevant guidance.
  • Explore how AI and emerging technologies can provide Ambassadors with more contextual information, recommendations and support.
  • Ensure our platforms are resilient, scalable and designed around the realities of frontline users.
• Lead with strong product and technical judgment
  • Partner deeply with Technology and Design to build scalable, resilient and intuitive products.
  • Understand the underlying architecture and technical tradeoffs well enough to challenge assumptions, identify risks and make informed investment decisions.
  • Balance innovation with disciplined investment in foundational capabilities, platform health and core customer experiences.
  • Create a strong test-and-learn culture while ensuring experimentation is tied to meaningful customer or business outcomes.
• Build and develop an exceptional team
  • Lead, coach and develop a team of Product Managers responsible for a diverse portfolio of customer and associate-facing products.
  • Set a high bar for product craft, strategic thinking, execution and storytelling.
  • Create clarity across the portfolio while empowering individual product leaders to own outcomes.
  • Attract, develop and retain exceptional product talent and create meaningful opportunities for growth.
• Influence across a complex organization
  • Build strong partnerships across Product, Technology, Design, Analytics, Marketing, Operations, Risk and other enterprise teams.
  • Translate complex product and technology decisions into clear business narratives for senior executives.
  • Influence priorities and investment decisions across teams you do not directly manage.
  • Navigate ambiguity and competing priorities while maintaining momentum toward the highest-value outcomes.

Qualifications

• Basic Qualifications:
  • Bachelor’s degree
  • At least 5 years of Product Management experience
  • At least 3 years of people management experience
• Preferred Qualifications:
  • Master of Business Administration
  • Experience owning end-to-end customer experience strategy
  • 5+ years of people management experience

What You’ll Bring

• Significant experience leading complex digital products and product portfolios.
• Demonstrated success setting product strategy and translating that strategy into measurable customer and business outcomes.
• Strong business judgment and the ability to connect product investments to enterprise priorities and value creation.
• Technical fluency and experience partnering closely with engineering leaders on architecture, platform strategy, resiliency and emerging technologies.
• Experience using data, customer research and experimentation to make product decisions and prioritize investments.
• A track record of leading and developing high-performing Product Managers.
• Exceptional communication and executive storytelling skills, with the ability to simplify complex topics and influence senior stakeholders.
• Experience navigating highly matrixed organizations and building alignment across diverse partners.
• A customer-first mindset paired with a willingness to challenge existing assumptions and make difficult tradeoffs.

What Will Set You Apart

• Experience building products that bridge physical and digital customer experiences, particularly in retail, hospitality, financial services or other high-touch environments.
• Experience with frontline or associate-facing platforms and tools.
• Experience applying AI or agentic capabilities to customer or associate experiences.
• Experience building identity, prospect engagement, personalization or customer data capabilities.
• A demonstrated ability to inherit a broad portfolio, simplify it and focus teams on the few opportunities that matter most.
• A combination of strategic vision and operating discipline — equally comfortable defining the future state and improving the fundamentals required to get there.

Pay

Salaries for full-time roles are listed below, by location. Salaries for part-time roles will be prorated.

• McLean, VA: $230,400 – $263,000
• New York, NY: $251,400 – $286,900
• Richmond, VA: $209,500 – $239,100

Candidates hired to work in other locations will be subject to the pay range associated with that location. This role is also eligible to earn performance-based incentive compensation, which may include cash bonuses and/or long-term incentives.