Sr. Associate, Product Management - Customer Resiliency, Offers Payments

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. 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.

There has never been a better time to work at the heart of Capital One’s mission. After a frenzied few years reacting to the COVID pandemic’s up-ending of millions of customers’ lives, the Card Customer Resiliency team has embarked on an unprecedented journey to modernize our technology, elevate the voice of our most vulnerable customers, and innovate rapidly to define industry norms of what caring for customers truly means. Every member of our team is united in our passion to treat customers with dignity, clarity, and respect. We build the experiences that allow struggling customers to responsibly manage their debt and understand what is best for them in the long run.

Approximately 1 in 4 adult Americans has a Capital One or Discover Card at any moment in time. Due to the excellence in underwriting, we provide credit access deeper than any of our competitors. Over 30 million of our Card customers typically go delinquent in a given year, the largest pool of DQ customers in America. Our team cares for these customers in their most vulnerable moments, including job loss, healthcare troubles, natural disasters, and other major life events that lead to financial hardship. Managing credit risk isn’t just about understanding access to credit but holistically understanding what happens when that access doesn’t take the path intended.

Our offer programs serve as the vital framework through which we empower customers to resolve outstanding balances, frequently by extending significant concessions to those facing the most acute financial pressures. With millions of individuals engaging with these programs annually, your work will directly impact a massive population, guiding them through periods of instability toward a future of sustainable credit health. Operating at the intersection of strategy and execution, this position is dedicated to architecting the sophisticated functional enhancements and destination-state capabilities within our offers ecosystem. You will spearhead the transformation of payment experiences, prioritizing the creation of flexible, transparent, and robust mechanisms that empower customers to honor their financial commitments with confidence. In this capacity, you will serve as the strategic lead for a full-staffed engineering squad, championing agile delivery to bring these essential innovations to life. We are driven by a singular ambition: to fundamentally accelerate our delivery of new relief initiatives while enabling the deep personalization required to meet every customer exactly where they are in their journey.

What You’ll Do

• Collaborate with tech teams to build comprehensive acceptance criteria, identifying and elevating any need for additional research to define future feature design.
• Break down business epics into features and further into user stories, driving your team towards the lowest effort or Minimal Viable Product (MVP) for a valid feature test.
• Demonstrate a growth mindset and effectively use hypothesis-driven assessment of data to ensure your product or feature delivers on real business needs.
• Own and prioritize feature development roadmaps, ensuring all necessary processes and procedures are followed to manage risk.
• Work autonomously in an agile environment to conduct research and develop features that utilize new and evolving technology.
• Collaborate with designers, technologists, data scientists, and subject-matter experts to build cutting-edge solutions to help customers.
• Deliver well-managed product platforms for customers by seeking to understand technology trends and architecture strategy.
• Actively participate in horizontal forums to harness a network of trusted relationships among tech teams, designers, key internal stakeholders, and partner teams.
• Articulate a succinct product roadmap to deliver business value and share it with stakeholders, elevating your team’s results and becoming a product matter expert.

Qualifications

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.

Skills

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 can always 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 Focused: 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.

Pay

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.

• Chicago, IL: $101,100 - $115,400 for Sr. Associate, Product Management; $149,800 - $171,000 for Manager, Product Management.
• McLean, VA: $111,200 - $126,900 for Sr. Associate, Product Management; $164,800 - $188,100 for Manager, Product Management.
• New York, NY: $121,300 - $138,400 for Sr. Associate, Product Management; $179,700 - $205,100 for Manager, Product Management.
• Richmond, VA: $101,100 - $115,400 for Sr. Associate, Product Management; $149,800 - $171,000 for Manager, 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.

Benefits

Capital One offers a comprehensive, competitive, and inclusive set of health, financial, and other benefits that support your total well-being. Eligibility varies based on full or part-time status, exempt or non-exempt status, and management level.

Learn more at the Capital One Careers website.