Manager, Product Management - Customer Resiliency Web and Mobile App Experience

Description

The company runs a large credit card business and works with customers who have fallen behind on payments. The Customer Resiliency team, made up of Collections and Recoveries, sits inside the Mainstreet Card team and owns its customer work end to end, with a measurable P&L effect every quarter.

The team is modernizing its technology and aims to treat struggling customers with dignity, clarity and respect, building experiences that help them manage debt responsibly over the long term. About 1 in 4 adult Americans holds a the company Card at any time, and over 20 million Card customers go delinquent in a typical year, which makes this the largest pool of delinquent customers in America. The team supports them at their most vulnerable, from hurricane relief to affordable payment plans.

This is a Product Manager role on the Customer Resiliency team that leads the web and mobile experiences for Recoveries. Mobile and web are the main channels for most CR customers, and the work affects millions of customers and hundreds of millions of dollars in business value each year. You will work with engineering, design, marketing, operations, compliance, business analysts and data scientists.

Responsibilities

• Own the Recoveries customer experience across the mobile app and the website.
• Build a single customer experience roadmap that balances urgent short-term needs with experiments aimed at the future.
• Shape the future direction of CR experiences and turn that vision into working products.
• Manage cross-functional teams and align the wider organization around customer problems.
• Make sound decisions with a broad group of partners, treating them as a team effort.

Requirements

• Hold a Bachelor's or Master's degree in a quantitative field (such as 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 hold a Bachelor's degree in any field with at least 3 years of Product Management experience. The degree must be completed on or before the scheduled start date.
• Have product management experience on both web and mobile full stack environments.
• Have people leadership experience.
• Show balanced decision making, teamwork and product skills for managing Collections customer experiences.
• Show strong judgment and stakeholder management skills.
• Be comfortable working closely with many functions and putting the team first.
• Take seriously the duty to keep promises to customers and to manage that well, in a way that can be shown.
• Preferred: experience turning business strategy and analysis into consumer-facing digital products.
• Demonstrate proficiency in the company Product Framework: human-centered work, business focus, technology-driven solutions, integrated problem solving and transformational leadership.

Conditions

Hybrid role. You must follow the company's hybrid policy on required on-site presence at your assigned office.

The company will not sponsor a new applicant for work authorization and will not offer any immigration-related support for this position, including H-1B, F-1 OPT, F-1 STEM OPT, F-1 CPT, J-1, TN, E-3, O-1, or any other work authorization that requires employer immigration support.

Full-time annual base salary ranges by location: McLean, VA $164,800 to $188,100; New York, NY $179,700 to $205,100; Richmond, VA $149,800 to $171,000. These are for roles based in those locations and reflect the company's pay at the time of posting. Candidates hired elsewhere fall under that location's range, and the exact salary appears in the offer letter. Part-time pay is prorated to the agreed hours.

Applications will be accepted for at least 5 business days.

Staffing agencies are not accepted.

Equal opportunity employer that considers applicants with criminal histories in line with applicable law.

Benefits

• Eligible for performance-based incentive pay, which may include a cash bonus and/or long-term incentives. Incentives may be discretionary or non-discretionary depending on the plan.
• Comprehensive health, financial and other benefits. Eligibility depends on full or part-time status, exempt or non-exempt status and management level.