Senior Manager, Product Management - Chat Servicing Expansion

Senior Manager, Product Management
- Chat Servicing Expansion 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.

Our Card Servicing Strategy team is at the heart of the customer experience. We own the end-to-end customer servicing experience for US Card, and this role specifically is joining the team focused on delivering exceptional Conversational Servicing platforms, products, and experiences to customers.

The successful candidate for this role will champion critical initiatives within the Chat Servicing team to position Chat’s extensibility beyond Card and grow the platform to reach new customer audiences (e.g., Bank, Financial Services, etc.). This senior manager position will work autonomously to prepare Chat Platform for tenant onboarding, interfacing with senior management across lines of business to manage requirements and timelines to bring Chat to market within their business segments.

This exciting role is positioned at the heart of how we are transforming the servicing experience for Capital One customers; enabling all customers with AI solutions for their servicing needs.

• Collaborate closely with cross-functional partners to deeply understand customer, live chat agent, and business needs
• Adopt a strong data driven mindset and test and learn approach to determine the most valuable intersection points across customer, live chat agent, and business needs
• Co‑develop plan to grow chat servicing among US Card customers and begin to reach new customer audiences by onboarding additional lines of business to the chat servicing platform
• Prioritize and sequence roadmap to iteratively scale chat servicing to support additional customer needs and grow chat servicing platform beyond US Card
• Partner with tech counterparts to provide clear requirements for technical design and enable day‑to‑day delivery for optimizing and scaling the chat servicing platform
• Tackle ambiguity to discern and lead cross functional team through complex dependencies
• Influence and partner across job families to advance the chat servicing platform to deliver superior message‑based servicing experiences

In this role, you’ll be expected to demonstrate proficiency in five key areas which we consider to be the foundation for successful Product management:
Human Centered
- Obsesses about internal and external customer needs to reimagine and innovate product solutions Business Focused
- Delivers game‑changing outcomes by focusing on leverage and execution excellence Technology Driven
- Leverages technology to deliver innovative and resilient solutions that enable both near term and long term value Integrated Problem Solving
- Identifies and resolves complex problems to deliver outcomes while mitigating product risks Transformational Leadership
- Leads cross functional teams to solve customer problems and drive organizational alignment

• Currently has, or is in the process of obtaining one of the following with an expectation that the required degree will be obtained on or before the scheduled start date: A Bachelor's or Master’s Degree in a quantitative field (Statistics, Economics, Operations Research, Analytics, Mathematics, Computer Science, Computer Engineering, Software Engineering, Mechanical Engineering, Information Systems or a related…