Manager, Product Management - Customer Resiliency Web and Mobile App Experience

Manager, Product Management - Customer Resiliency Web and Mobile App Experience 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. Why Team Card Customer Resiliency? There has never been a better time to work at the heart of Capital One’s mission. 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 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, over 20 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 moment, whether it’s enabling relief when hurricanes hit or crafting affordable payment plans that work for our customers and for Capital One. 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.   The Customer Resiliency team, composed of Collections and Recoveries, is embedded within the Mainstreet Card team. We have end-to-end ownership of our customer and drive meaningful P&L impact each quarter.  About the Role We are looking for a Product Manager to join the Customer Resiliency team and lead the Recoveries Web and Mobile experiences.  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 the Recoveries customer experience via the mobile app and web presence - the channels of choice for a majority of our CR customers. This is a complex charter impacting millions of customers and driving hundreds of millions of dollars of business value every year.  You’ll work with engineers, design, marketing, operations, compliance, business analysts, and data scientists to envision the future destination of CR experiences and bring those visions to life.  The ideal candidate will: • Have product management experience working in both web and mobile full stack environments • Have people leadership experience • Have the balanced decision making, teamwork, and product skills to manage the Collections customer experiences • Have exceptional judgment and stakeholder management skills to create a unified customer experience roadmap that balances short-term urgent needs with experimenting for the future • Be 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 team • Deeply respect the importance of keeping our promises to customers and doing so in a provably well-managed way Capital One Product Framework In this role, you’ll be expected to demonstrate proficiency in five key areas which we consider to be the foundation