Senior Associate, Product Management – Recoveries Agent Experiences

Product Management at Capital One requires reimagining the status quo, identifying value-creation opportunities, and driving innovative, sustainable customer experiences through technology.

Why Card Customer Resiliency

The Card Customer Resiliency team is modernizing technology, elevating the voice of vulnerable customers, and innovating to define industry standards for caring for customers. The team builds experiences that help customers responsibly manage debt and understand what is best for them in the long term.

Approximately one in four adult Americans has a Capital One Card at any given time. Because Capital One lends deeper than many competitors, more than 20 million Card customers typically become delinquent in a given year. The Customer Resiliency team supports these customers during vulnerable moments by enabling relief during events such as hurricanes and creating affordable payment plans that work for both customers and Capital One.

We are seeking a Senior Associate Product Manager to join the Customer Resiliency team. Composed of Collections and Recoveries, the team is embedded within the Mainstreet Card organization and has end-to-end ownership of the customer experience, with meaningful quarterly P&L impact.

About the Role

US Card Recoveries will be the first line of business to migrate to Capital One’s next-generation data infrastructure, the “Modern Core.” This migration will unlock the full power of Capital One’s enterprise platforms, accelerate new product launches, increase Card recoveries by an estimated $200 million per year, and meaningfully change the trajectory of customers’ paths back to credit.

The Recoveries modernization is a critical first phase in integrating Recoveries platforms and surrounding business processes with the Modern Core infrastructure. As the migration approaches completion, the team will focus on decommissioning legacy agent and user-interface platforms while defining the future of Recoveries agent workflows.

In this role, you will lead the future of Recoveries agent experiences through agent-facing tools. You will support the decommissioning of the legacy agent user interface and define the long-term destination state for how Recoveries agents interact with platform tools. By designing streamlined workflows, you will help agents bring humanity and simplicity to complex customer interactions while driving business value.

You will work with Design, Marketing, Operations, Compliance, Business Analysts, and Technology to envision and deliver the future of Recoveries agent experiences. You will also partner with the team reinventing Collections and Recoveries platforms through the Real Time Intelligent Collections (RTIC) program to create real-time, personalized experiences.

Ideal Candidate

• Has solid product management experience working in full-stack software and web environments.
• Demonstrates balanced decision-making, teamwork, and product skills in managing Recoveries customer experiences.
• Has experience with legacy system retirements, platform migrations, or workflow modernization efforts.
• Uses sound judgment and stakeholder management skills to create a unified customer experience roadmap that balances urgent short-term needs with future experimentation.
• Is comfortable partnering with a broad coalition of functions and working collaboratively to make decisions.
• Understands the importance of keeping promises to customers in a demonstrably well-managed way.
• Actively partners with the RTIC platform reinvention to reimagine Collections experiences as legacy platforms are sunset.
• Aspires to be a general manager who owns key results and is willing to take an active role in bringing new experiences to market.

Key Responsibilities

• Drive Legacy Platform Decommissioning: Lead product strategy, technical execution, and operational alignment to sunset legacy tools and transition agents seamlessly to modern systems.
• Shape Recoveries Agent-Tool Strategy: Define the vision and strategic roadmap for applications within the Recoveries domain and establish modern standards for agent software.
• Optimize Agent Workflows: Design and deliver intuitive, high-impact agent experiences that optimize daily workflows, reduce task friction, and increase agent efficiency.
• Build Destination-State Experiences: Partner with Design, Operations, Technology, Compliance, and Business Analysts to envision and deliver next-generation agent platform capabilities.
• Collaborate Across Platforms: Partner with platform modernization initiatives and Collections agent experience teams to integrate real-time intelligence and personalization into agent-facing tools.
• Maintain Well-Managed Standards: Respect compliance and regulatory requirements, ensuring that delivered experiences are demonstrably well-managed and fulfill commitments to customers and agents.

Product Management Development Areas

Human-Centered

• Collaborate with technology teams to build comprehensive acceptance criteria and identify opportunities for additional research to define future feature designs.
• Break down business epics into features and user stories, guiding teams toward the lowest-effort or minimum viable product (MVP) needed to test a feature.

Business-Focused

• Use a growth mindset and hypothesis-driven analysis of data to ensure products and features address real business needs.
• Own and prioritize feature development roadmaps while ensuring that required processes and procedures are followed to manage risk.

Technology-Driven

• Work autonomously in an agile environment to conduct research and develop features that use new and evolving technology.
• Collaborate with designers, technologists, data scientists, and subject-matter experts to build solutions that help customers.
• Deliver well-managed product platforms by understanding technology trends and architecture strategy.

Transformational Leadership

• Participate in horizontal forums and build trusted relationships with technology teams, designers, internal stakeholders, and partner teams.
• Articulate a concise product roadmap that delivers business value, share it with stakeholders, elevate team results, and develop product-matter expertise.

Basic Qualifications

• Bachelor’s degree or military experience.
• At least one year of product management experience, or at least one year of experience in product design, agile delivery, business analysis, data science, or software engineering.

Preferred Qualifications

• Bachelor’s degree in computer science or engineering.
• At least one year of experience translating business strategy or analysis into consumer-facing digital products.
• At least one year of experience working on core product platforms that power digital experiences.
• At least one year of experience working with cross-functional teams as a product owner in an agile development process.

Additional Information

Capital One will not sponsor a new applicant for employment authorization for this position.

This role is eligible for performance-based incentive compensation, which may include cash bonuses and/or long-term incentives. Incentives may be discretionary or nondiscretionary, depending on the plan.

Capital One offers health, financial, and other benefits that support employees’ total well-being. Eligibility varies based on full- or part-time status, exempt or non-exempt status, and management level.

This role is expected to accept applications for a minimum of five business days.

Salary Information

The minimum and maximum full-time annual salaries for this role are listed below by location. This information applies to candidates hired to perform work in the listed locations. Part-time salaries are prorated based on the agreed number of regularly worked hours.

• Chicago, IL: $101,100–$115,400 for Senior Associate, Product Management; $149,800–$171,000 for Manager, Product Management.
• McLean, VA: $111,200–$126,900 for Senior Associate, Product Management; $164,800–$188,100 for Manager, Product Management.
• New York, NY: $121,300–$138,400 for Senior Associate, Product Management; $179,700–$205,100 for Manager, Product Management.
• Richmond, VA: $101,100–$115,400 for Senior Associate, Product Management; $149,800–$171,000 for Manager, Product Management.

Candidates hired to work in other locations will be subject to the pay range associated with that location. The actual annualized salary offered at the time of hire will be reflected in the candidate’s offer letter.