Director, Product Manager, Retail Bank, In Person Experience

About the role

Capital One Product Management is a vibrant craft focused on reimagining the status quo, uncovering value creation opportunities, and driving innovative, sustainable customer experiences through technology. As Director of Product Management, you will lead the digital product strategy for Capital One Cafés—shaping how millions of customers and prospects discover, engage with, and experience Capital One across physical and digital touchpoints. Capital One Cafés are a distinctive expression of our brand and a key opportunity to build meaningful customer relationships.

Responsibilities

• Set the product vision and strategy: Define and lead the multi-year digital product strategy for the Café experience, aligning customer needs, business priorities, and technology opportunities. Translate a broad portfolio of opportunities into a clear vision, roadmap, and investment strategy. Establish measurable outcomes and use customer insights, data, and experimentation to 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 digital channels. Create seamless journeys that connect digital discovery with in-person experiences and enable continued engagement after a Café visit. Build capabilities to better understand and engage prospects who interact with Capital One through physical spaces. Partner across the enterprise to integrate Café experiences into Capital One’s broader digital ecosystem.
• Empower our Ambassadors: Lead the evolution of 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 contextual information, recommendations, and support. Ensure platforms are resilient, scalable, and designed around frontline realities.
• Lead with strong product and technical judgment: Partner deeply with Technology and Design to build scalable, resilient, and intuitive products. Understand underlying architecture and technical tradeoffs to challenge assumptions, identify risks, and make informed investment decisions. Balance innovation with disciplined investment in foundational capabilities, platform health, and core customer experiences. Foster a strong test-and-learn culture tied to meaningful customer or business outcomes.
• Build and develop an exceptional team: Lead, coach, and develop a team of five to seven 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 leaders to own outcomes. Attract, develop, and retain exceptional talent and create meaningful growth opportunities.
• 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 portfolios
• Demonstrated success setting product strategy and translating it 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 matrixed organizations and building alignment across diverse partners
• A customer-first mindset paired with a willingness to challenge 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 are location-based and reflect Capital One’s willingness to pay at the time of posting. Full-time annual salary ranges for this role include:

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

Incentives may include cash bonuses and/or long-term incentives, which could be discretionary or non-discretionary depending on the plan.