Manager, Product Management - Card IVR Customer Experience
Capital One National Association, Mc Lean, VA, United States
Manager, Product Management - Card IVR Customer 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.
About the Role Capital One’s Card IVR (Interactive Voice Response) team owns the 'front door' to our brand—the critical first point of contact for millions of customers seeking clarity, support, and resolution. We aren't just managing a phone menu; we are building a sophisticated, AI‑driven conversational platform that serves as the gateway to the U.S. Card experience.
As a Product Manager on the Card IVR team, you will own the end‑to‑end lifecycle for critical voice self‑services, moving beyond simple automation to create intuitive, “low‑effort” experiences that empower customers to resolve complex needs without ever needing to wait for an agent. You will be a central figure, collaborating with Software Engineers, Business Analysts, Operations, and other key stakeholders to not only optimize, but also transform Capital One’s voice channel.
Capital One Product Framework
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
Basic Qualifications
At least 3 years of experience working in Product Management
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 Degree in a quantitative field (Statistics, Economics, Operations Research, Analytics, Mathematics, Computer Science, Computer Engineering, Software Engineering, Mechanical Engineering, Information Systems or a related quantitative field)
A Master’s Degree in a quantitative field or an MBA with a quantitative concentration
Preferred Qualifications
Experience translating business strategy and analysis into consumer‑facing digital products
At this time, Capital One will not sponsor a new applicant for employment authorization for this position.
The minimum and maximum full‑time annual salaries for this role are listed below, by location. Salaries for part‑time roles will be prorated based upon the agreed upon number of hours to be regularly worked.
Chicago, IL: $149,800 - $171,000 for Manager, Product Management
McLean, VA: $164,800 - $188,100 for Manager, Product Management
New York, NY: $179,700 - $205,100 for Manager, Product Management
Richmond, VA: $149,800 - $171,000 for Manager, Product Management
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.
Capital One is an equal opportunity employer (EOE, including disability/vet) committed to non‑discrimination in compliance with applicable federal, state, and local laws. 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.
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About the Role Capital One’s Card IVR (Interactive Voice Response) team owns the 'front door' to our brand—the critical first point of contact for millions of customers seeking clarity, support, and resolution. We aren't just managing a phone menu; we are building a sophisticated, AI‑driven conversational platform that serves as the gateway to the U.S. Card experience.
As a Product Manager on the Card IVR team, you will own the end‑to‑end lifecycle for critical voice self‑services, moving beyond simple automation to create intuitive, “low‑effort” experiences that empower customers to resolve complex needs without ever needing to wait for an agent. You will be a central figure, collaborating with Software Engineers, Business Analysts, Operations, and other key stakeholders to not only optimize, but also transform Capital One’s voice channel.
Capital One Product Framework
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
Basic Qualifications
At least 3 years of experience working in Product Management
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 Degree in a quantitative field (Statistics, Economics, Operations Research, Analytics, Mathematics, Computer Science, Computer Engineering, Software Engineering, Mechanical Engineering, Information Systems or a related quantitative field)
A Master’s Degree in a quantitative field or an MBA with a quantitative concentration
Preferred Qualifications
Experience translating business strategy and analysis into consumer‑facing digital products
At this time, Capital One will not sponsor a new applicant for employment authorization for this position.
The minimum and maximum full‑time annual salaries for this role are listed below, by location. Salaries for part‑time roles will be prorated based upon the agreed upon number of hours to be regularly worked.
Chicago, IL: $149,800 - $171,000 for Manager, Product Management
McLean, VA: $164,800 - $188,100 for Manager, Product Management
New York, NY: $179,700 - $205,100 for Manager, Product Management
Richmond, VA: $149,800 - $171,000 for Manager, Product Management
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.
Capital One is an equal opportunity employer (EOE, including disability/vet) committed to non‑discrimination in compliance with applicable federal, state, and local laws. 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.
#J-18808-Ljbffr