Senior Manager, Product Management - Customer Assist Experience

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

The Customer Assist team has bold plans to expand in 2027 from an associate pilot to a production experience serving 50 million+ customers. The goal is to be at the forefront of digital transformation by evolving Customer Assist from a text-based chat experience into a fully multimodal experience capable of seamless voice, image, and document-based interactions.

As a Senior Product Manager, you will own the runtime vision and strategy for our Customer Assist platform,the engine that powers intelligent interactions for our customers. You will define the future of how our customers interact with AI to solve their servicing needs at scale, in a well-managed way. You will collaborate closely with the Live Agent Chat and Eno teams to align for integrated roadmaps, bridging between near and medium-term chat experiences and the destination agentic self-service future.

Key aspects:

• Strategic Vision: Define the multi-year roadmap for runtime experiences, moving beyond pilot phases to a robust, scaled production ecosystem.
• Product Ownership: Define the product requirements (PRDs) that drive the development of the front-end experience.
• Cross-Functional Leadership: Partner closely between engineering, design, and operations. You will build alignment across dependent teams to ensure the platform is scalable, intuitive, and reliable.
• Scale & Growth: Use data-driven insights to iterate on the experience and expand the channel's capabilities.

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 Centred - 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 organisational alignment

Requirements:

• 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 or 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), Business or Marketing
• OR
• Bachelor's degree in any field and at least 4 years of Product Management experience

Salary Information: McLean, VA: $200,700 - $229,100 for Sr. Mgr, Product Management New York, NY: $219,000 - $249,900 for Sr. Mgr, Product Management

Benefits: Capital One offers a comprehensive, competitive, and inclusive set of health, financial and other benefits that support your total well-being.