Center 1 (19052), United States of America, McLean, Virginia

Sr. Associate, Product Management - Agent Servicing Platform (US Card)

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 are seeking a product manager to join the Card Servicing Platforms group, focused on the agent servicing experience. In this role, you will be responsible for delivering the vision on a platform that empowers agents to effectively solve customer issues.

This includes ensuring consistent navigation and problem-solving capabilities through a single application, managing intelligent system logic to provide agents with relevant information, and maintaining a reliable platform.

• Apply discovery and research techniques to identify internal customer pain points
• Collaborate with product, engineering, and operations to create a continuous feedback loop
• Partner with stakeholders to identify requirements, prioritize high impact platform capabilities, and then translate those needs into iterative features that can be actioned by your engineering team(s)
• Apply analytical rigor to turn business opportunities into measurable product outcomes, backed by data, that can be leveraged across the platform
• Break down business epics into features and further into user stories
• Write acceptance criteria and lead refinement efforts with the tech team
• Drive day-to-day prioritization of work, troubleshoot reported issues, and oversee releases
• Establish and maintain a high level of credibility with stakeholders
• Evaluate and explore new technical approaches to solve customer needs

• Human Centered
  
  
  • You'll define clear and actionable problem statements to help teams deliver results while displaying a comprehensive understanding of iterative software delivery, capable of thin-slice MVP grooming
  • You'll leverage customer insights to influence priorities and roadmap feature development while advocating for and driving alignment between stakeholders in the development of acceptance criteria

• Business Focused
  
  
  • You'll own and prioritize the near-term product roadmap to deliver on business outcomes, quickly identifying points of leverage in complex problems or systems, and utilizing data effectively to define success metrics and measurable outcomes
  • You'll utilize balanced judgment in decisions about risks of both actions taken and not taken while innovating on ways to iterate faster in a well-managed way for the immediate team

• Technology Driven
  
  
  • You'll understand and leverage technology and end-state architecture vision to partner with technology team to drive comprehensive design decisions out of white space technical problems
  • You'll share business strategy and roadmap with Tech partners to establish context while also leading and facilitating agile ceremonies alongside Tech Lead
  • You'll deliver value by creating reusable, extensible and resilient capabilities and proactively identify opportunities when key metrics on security, resilience and performance are not performing

• Transformational Leadership
  
  
  • You'll develop and communicate a 6-month vision to senior stakeholders and partner teams with accurate details and transparency on risks and impediments, and proactively build relationships with those outside of your immediate team resulting in horizontal influence
  • You'll Contribute to team culture and recruiting by leading activities to attract and retain top talent and mentoring and developing junior product associates

• 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 always can 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 Focus. 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.

• 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

• 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