DIRECTOR, PRODUCT MANAGEMENT - COLLECTIONS EXPERIENCE

Center 1 (19052), United States of America, McLean, VirginiaDirector, Product Management - Collections ExperienceWhy Team Card Collections?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 customer’s lives, the Card Collections team is embarking on an unprecedented journey to modernize our technology, elevate the voice of our most vulnerable customers and innovate at the speed of well-managed. Every member of our team is united in our passion to treat customers with dignity, clarity and respect and we build the experiences that allow struggling customers to understand and act on what is best for them in the long-run. Approximately 1 in 4 adult Americans has a C1 Card at any moment in time. Due to the excellence of our credit expertise in underwriting, we lend deeper than any of our competitors, at scale. Because of this, millions of our Card customers typically go delinquent in a given year. Our team cares for these customers, in their most vulnerable moment, working to resolve their delinquency for the largest pool of DQ customers in America. 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. We are a team embedded within a larger whole (Card Services & Strategy) where personal development leads to profitable innovation. We are many job families, with some of the best partner teams in Capital One. Our individual associates seek to learn and apply the fundamentals of general management. We have end-to-end ownership of our customer and drive meaningful P&L impact each quarter. We span credit analytics, marketing expertise, product management, platform development and operational excellence. Our team’s core values have been declared as Growth, Transparency and Impact. Why Collections Experience Product Management?Every day, millions of customers facing some form of financial difficulty interact with Capital One to try to resolve their delinquency. They interact with us across 10 channels, with the vast majority of those interactions happening digitally. We also have more than 1,000 phone agents are at the ready to support customers with empathy. This is the place where the mission comes to life - we bring humanity and simplicity to customers in distress. We help customers use credit wisely. We’re helping change banking for good. In this role, you’ll be responsible for everything a customer in Collections experiences - a huge and complex charter impacting millions of customers and driving hundreds of millions of dollars of business value every year. You’ll work with design, marketing, operations, compliance, BA’s, and data scientists to envision the future of Collections experiences and bring those visions to life. You’ll partner with the team reinventing Collection Platforms, under the “Real Time Intelligent Collections” (RTIC) program, to jointly lead Collections into a future of real-time, personalized experiences.The ideal candidate will:Have the balanced decision making, teamwork, and product skills to manage the full-stack of current Collections customer experiencesHave exceptional judgment and stakeholder management skills to create a unified customer experience roadmap that balances short-term urgent needs with experimenting for the futureBe comfortable in deep partnership with a broad coalition of functions; great decision making is a team sport and you need to be comfortable being all about the teamDeeply respect the importance of keeping our promises to customers and doing so in a provably well-managed wayBe an active partner to the RTIC platform reinvention, helping reimagine the future of Collections experiences as we sunset our legacy platformsBe a talent magnet and a growth engine, leading and attracting a world-class product management team and raising the game for all of Collections and CS&SThis role leads a team that broadly has three components:Digital channels and experiences - including web, mobile, Push, SMS, emailsNon-digital channels and experiences - including outbound dialing, agent, and lettersCollections legacy platforms that drive our current experiencesBasic Qualifications:Bachelor’s Degree At least 7 years of experience in digital product management Preferred Qualifications:Bachelor’s Degree in Computer Science or EngineeringMBA or Master’s degree5+ years of experience in Agile product management5+ years of experience translating business strategy and analysis into consumer facing digital productsCapital One will consider sponsoring a new qualified 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): $233,100 - $266,000 for Director, Product ManagementCandidates 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 RecruitingAccommodation@capitalone.com. All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations.For technical support or questions about Capital One's recruiting process, please send an email to Careers@capitalone.comCapital One does not provide, endorse nor guarantee and is not liable for third-party products, services, educational tools or other information available through this site.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).SummaryLocation: McLean, VA; Richmond, VA; New York, NYType: Full time