Senior Product Manager, Capital One Travel Customer Experience

As a Senior Product Manager with Capital One Travel, your primary responsibilities include conducting product discovery, managing a product development roadmap, leading sprint planning with engineers, and obsessively gathering and analyzing customer feedback. You will partner with cross-functional teams to develop exciting new features, effectively leveraging data to make informed decisions on product enhancements.

To excel as a Senior Product Manager at Capital One Travel, candidates should have at least 3 years of experience in product management, particularly with consumer-facing products. Strong analytical abilities, a good sense of user experience and design, exceptional communication skills, and experience working collaboratively with various stakeholders are crucial to success in this role.

A typical day for a Senior Product Manager at Capital One Travel involves conducting product discovery sessions, analyzing customer feedback, and leading discussions with cross-functional teams about upcoming features. You’ll orchestrate engineering sprints, collaborate on A/B tests, and constantly review data to enhance the customer experience, while ensuring that your roadmap aligns with both customer needs and business objectives.

Candidates for the Senior Product Manager position at Capital One Travel can expect a competitive yearly total compensation ranging from $150,000 to $320,000 CAD. This includes a strong base salary, equity options, potential sign-on bonuses, and comprehensive benefits such as 100% covered health insurance, generous parental leave, unlimited PTO, and various other perks that create a supportive work environment.

Capital One Travel fosters an entrepreneurial culture that emphasizes open communication and collaboration among small, dynamic teams. Employees are supported in their professional growth through various benefits like telemedicine services, access to co-working spaces, and the flexibility to push boundaries and take risks in their product development initiatives. This creates an environment ripe for continual learning and development.

When conducting product discovery, I focus on engaging with customers through surveys and interviews to gather their insights. I also analyze existing feedback and usage data to identify patterns and opportunities. A/B testing potential features helps validate hypotheses by comparing user engagement and satisfaction to ensure we are investing development resources wisely.

I prioritize features based on a combination of customer feedback, business impact, and feasibility for our engineering team. I utilize frameworks such as the RICE scoring model (Reach, Impact, Confidence, Effort) to objectively assess which features will deliver the most value to customers and align with business goals, while also considering our team’s capacity.

Handling conflicting feedback requires effective communication and negotiation skills. I convene meetings with stakeholders to discuss their perspectives, ensuring everyone's voice is heard. By focusing on data and customer insights, I guide discussions towards consensus, highlighting the overall customer benefit and strategic alignment to drive collective decision-making.

One challenging decision I faced involved prioritizing between a highly requested feature and necessary backend updates for scalability. I decided on the backend updates, as they would enhance platform reliability. Communicating this was key; I explained how this choice positioned us better for future feature releases, ultimately leading to increased customer satisfaction and platform stability.

Key metrics I focus on include customer engagement metrics such as Net Promoter Score (NPS), feature adoption rates, and quantitative data like daily active users (DAU). I also consider user retention rates and conversion metrics for key actions, as they provide insights into overall product health and user satisfaction.

My approach to collaboration with engineering teams involves establishing a clear and open line of communication. I prioritize regular sprint meetings to ensure alignment on objectives and tasks, while also being open to feedback and adaptation of our plans based on any engineering limitations, fostering a team environment where everyone feels valued.

For effective A/B testing, I define clear hypotheses and success metrics upfront. I ensure the sample groups are representative of our users, analyze results through statistical methods, and scale features based on performance. Post-test, I communicate findings to the team, iterating on what we've learned to continuously improve our product offerings.

Maintaining a focus on customer experience starts with consistently gathering customer feedback through surveys, interviews, and user testing. I incorporate this feedback into our development processes, and I also advocate for the user’s perspective in team discussions, ensuring that every product decision reflects our customers' needs and desires.

My experience with cross-functional teams has taught me the importance of fostering collaboration and building rapport with team members. I engage in regular check-ins with design, engineering, and marketing to ensure our goals are aligned and that everyone is informed about our progress. This approach not only builds trust but also allows us to deliver more cohesive and innovative products.

I am inspired by the potential for products to drive meaningful change in people's lives. The challenge of integrating customer feedback and data analysis, while collaborating with talented team members to create something impactful, keeps me motivated. It's rewarding to see our efforts translate into delightful user experiences and improved customer satisfaction.