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. Capital One Cafés represent a distinctive expression of our brand and an important opportunity to create meaningful relationships with customers and prospects. This role will lead the portfolio of digital products and capabilities that bring that experience to life — from helping customers discover Cafés and experiences, to equipping Ambassadors with the tools and insights they need to serve customers, to building new capabilities that connect in-person interactions to deeper, more personalized relationships with Capital One.

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

• 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 experience with people management

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 based upon the agreed upon number of hours to be regularly worked.

• 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, 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.