Senior Associate, Product Management - Recoveries Agent Experiences

Senior Associate, Product Management - Recoveries Agent Experiences 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 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.   We are looking for a Senior Associate Product Manager to join the Customer Resiliency team. 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.

US Card Recoveries will be the first line of business to migrate to Capital One’s next generation of data infrastructure - the ‘Modern Core’. This move will unlock the full power of our enterprise platforms for Recoveries, thereby accelerating new product launches, increasing Card recoveries by an estimated $200M per year, and meaningfully changing the trajectory of our customers’ path back to credit. The Recoveries modernization to Modern Core is a critical first phase of integrating Recoveries platforms and surrounding business processes with the new Modern Core infrastructure. As we head toward the finish line of critical migration intent, we will turn our focus to the final decommissioning of the legacy agent and subsequent UI platforms, as well as thinking more strategically about the future of Recoveries agent workflows. In this role, you will lead the future of Recoveries agent experiences powered by our agent-facing tool. You will lead critical transition initiatives, starting with supporting the legacy agent UI decommissioning and chart the long-term destination state for how Recoveries agents interact with platform tools. By designing streamlined workflows, you will empower agents to bring humanity and simplicity to complex customer interactions while driving core business value. You’ll work with design, marketing, operations, compliance, business analysts, and tech to envision the future destination of Recoveries agent experiences and bring those visions to life. You’ll partner with the team reinventing Collection and Recoveries Platforms, under the “Real Time Intelligent Collections” (RTIC) program, to jointly lead Recoveries into a future of real-time, personalized experiences.   The ideal candidate will: Have solid product management experience working within