Manager, Product Management - Card IVR Customer Experience

Capital One•McLean, VA

About The Position

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 US Card experience. As we move toward a future of intent-based routing and seamless natural language processing, we are looking for a visionary Product Manager to transform how 1-800-CAPITAL feels for every caller. 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 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

Requirements

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 (Statistics, Economics, Operations Research, Analytics, Mathematics, Computer Science, Computer Engineering, Software Engineering, Mechanical Engineering, Information Systems or a related quantitative field) or an MBA with a quantitative concentration