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Manager, Product Management

4 months ago

Richmond, United States Capital One Full time

West Creek 4 (12074), United States of America, Richmond, Virginia

Manager, Product Management - Consumer Intelligence

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.

The Consumer Intelligence (CI) team within the Strategy Group at Capital One was created by CEO mandate to drive consistent measurement of customer experience to inform business decisions. CI delivers on this mandate through an enterprise voice of customer system that includes an arsenal of customer survey tools and products across online and digital platforms to visualize and action on customer feedback, as well as an insights and analysis team that enables associates to better understand customers and drive our mission to Change Banking for Good.

CI’s Customer Experience Management Program team is seeking a focused, proactive, organized and creative professional who excels in a team environment with excellent communication and collaboration skills which will be essential for partnering with key stakeholders at all levels across the company to manage, inform and influence outcomes.

This individual will have a proven track record of success in putting structure in place to manage digital products in a dynamic, complex environment. Technical aptitude, attention to detail, passion for customer experience and the ability to adapt to an agile environment are essential to succeeding in this role.

**_ In this role, you’ll be expected to demonstrate proficiency in five key areas_**
- **_ 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
- You’ll obsess over UX/UI patterns and seek to create world class, omni-channel experiences
- **_ 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
- **_ Integrated Problem Solving_**
- Develop and champion a bold vision that drives meaningful outcomes by embracing the art of the possible
- Build frameworks for complex decision making that enable effective debate and accelerate getting to the right answer
- **_ 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

**As part of the Consumer Intelligence team, you’ll be tasked to**:

- Manage a portfolio of dynamic Voice of Customer feedback products, driving new builds and enhancements to existing capabilities
- Leverage problem solving and influencing skills to ensure product results deliver on business intent and coordinate seamlessly with the team’s broad strategic objectives
- Build relationships and collaborate cross-functionally with stakeholders, tech, and suppliers
- Rethink current data visualization strategies based on ongoing end-user feedback
- Manage end-to-end requirements, UAT, delivery, post-launch validation, communication, documentation and product access to mitigate risk and ensure compliance
- Drive day-to-day prioritization of work operations, projects and scope; troubleshoot reported issues and escalate when appropriate
- Analyze, identify and correct data issues with the product

**We want you if you are**:

- Communicator & Influencer. You can communicate complex ideas clearly regardless of your audience. Our team knows their priorit