Manager, Product Manager – Operations

Manager, Product Manager – Operations

US Remote

Full time

Recruiting: US Remote, United States of America

Manager, Product Manager – Operations, Velocity Black (Remote)

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.

Velocity Black, a Capital One company, harnesses the power of artificial intelligence, the warmth of human experts and the convenience of the latest interfaces to help high-performance people actualize the full potential of their lives. It’s concierge, reimagined for the digital age.

By harnessing 24/7 chat, AI, and mobile payments, we help our customers do more and be more in the digital age. From access to the hottest restaurants to guaranteed upgrades at the world’s finest resorts. Make a custom request through the app and you will be chatting to our team within 1 minute, 24/7/365.

As a Velocity Black Concierge product manager, you will:

• Collaborate with internal stakeholders and external partners to grow and enhance Velocity Black’s luxury concierge offering. You will work closely with operations, sales, engineering, and leadership to create a premium experience that exceeds customer expectations.
• Refine and deliver new and improved concierge operations workflows, automations, and structure in partnership with business stakeholders. You will be responsible for optimizing live internal products though rapid testing and obsessing over the operations agent experience.
• Think strategically to prioritize the roadmap in a way that balances multiple priorities including building a product that our agents love to use, meeting the interests of internal partners, and driving value for our growing luxury concierge business.
• Shape the product development roadmap for new launches and features.
• Work alongside a passionate and collaborative team to create innovative new concierge operational experiences.

What we are looking for:

• A knowledge and passion for customer service and internal operations and is ready to incorporate these into building great products
• Strong track record of owning and developing a product while working closely with risk and well managed stakeholders
• Use SQL to build a data-back strategy, identify insights, and troubleshoot issues
• Someone comfortable with internal facing products who is not afraid to challenge the norm and do what is right for the team
• Own day to day operations of product, including identifying bugs or leverage opportunities via comprehensive understanding of data
• A product centric mindset to take a product from ideation to production and continually iterate improvements
• A customer-first mindset
• A strategic thought leader who can create a compelling vision and story to present to senior executives and inspire direct and partner teams
• A strong communicator who can advance initiatives and create consensus through clear, concise, and contextually relevant messaging
• Creating and maintaining a healthy team culture through thoughtful leadership
• Results focused and able to manage and prioritize multiple projects simultaneously
• Identify, prioritize, and launch innovative, merchant focused products that drive revenue and customer value

What you’ll do:

• Working with our operations teams, engineers, and product leadership to build and improve innovative and industry leading internal products
• Communicating and facilitating with with a variety of operations, product, and business partners to ensure our products are targeting their needs
• Relentlessly push to understand user and stakeholder needs and ensure they are considered in prioritization and trade-off discussions
• Create a vision and roadmap for your product that addresses stakeholder needs
• Partner with analysts, data scientists, designers, engineers, and others to continuously refine the roadmap and harvest insights from experiments and product launches
• Build and maintain strong relationships with leaders and stakeholders that depend on the capabilities and performance of our platforms

• Define, socialize, and monitor key performance indicators to understand the evolution and success of the project
• Understand the enterprise data requirements and ensure the system’s compliance with enterprise patterns

Basic Qualifications:

• Bachelor’s Degree or military experience
• At least 3 years of product management experience or at least 2 years of experience in product design, agile delivery, or business analysis

Preferred Qualifications:

• Bachelor’s Degree in Computer Science or Engineering
• MBA or Master’s degree
• 5+ years of experience translating business strategy and analysis into consumer facing digital products
• Experience in internal operations agent facing products in a technical, product, or strategic role
• Experience working with and building high-end luxury products
• Understanding of end-to-end online travel agency or ecommerce workflows from shopping through servicing
• Passionate about customer experience and hungry to go above and beyond to ship features and build a world-class product

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. Please note that this salary information is solely for candidates hired to perform work within one of these locations, and refers to the amount Capital One is willing to pay at the time of this posting. Salaries for part-time roles will be prorated based upon the agreed upon number of hours to be regularly worked.

Remote (Regardless of Location):
$138,500 – $158,000 for Manager, Product Management

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

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.