Kevin S. Email and Phone Number

Lead strategy and the product management teams focused on building and scaling a next generation B2B Payments product for Small and Commercial businesses. In this I'm working with an amazing team of software engineers, data scientists, product managers, and designers to reimagine the business payments space through Machine Learning, modern software, scaled buyer-supplier networks, and an industry leading value proposition.Launched Card Accept, Capital One's first Machine Learning based solution that predicts the likelihood of a business taking credit card for B2B invoice payments. Our easy to use UI allows our Sales teams to input supplier information and get card acceptance predictions for ANY Business in the US, in near real-time.

Led the product team that built Sage, Capital One's full-stack, cloud-based contact center insights and quality platform. Sage helps discover insights in customer interactions to improve our experiences. With Sage you can learn what drives a positive or negative customer experience, uncover issues and risk, and analyze customer feedback to more effectively train and coach agents, provide real-time support for agents, and surface insights to business segments on how to improve products and services.Drove long-term product vision, strategy, and roadmap to deliver on key economic, technology and customer experience outcomesExplored how Machine Learning can surface valuable contact center insights to improve Agent performance and the customer experience Worked with senior leaders and internal customers to align on technology investments, customer benefit and business value priorities Partnered with Design and Tech to understand customer insights that we use to build intuitive UI/UX patterns

Led product management for Card's Voice AI assistant that helps customers complete a wide variety of self-service tasks including redeeming rewards, activating a new credit card, making a payment, and reviewing recent transactions.  All with industry leading success rates.Partnered with Tech, Data Science, and Design in using emerging technologies including Speech Recognition, Streaming Data, Natural Language Understanding, Neural Text-to-Speech, and Machine Learning to deliver real-time, predictive, and contextual experiences for customersBuilt and launched a Voice + Visual capability that gives customers a text-based visual supplement during their Voice conversation to simplify more complex self-service tasksDefined long-term product and platform vision and strategy, drive portfolio and investment decisions, define product roadmap aligned with business objectives and supported by business cases, customer feedback, market research, and competitive analysis

Led product management for the Interactive Voice Response (IVR) platform with +350M customer touch points per yearDelivered customer experience improvements that drove growth in self-service adoption by +5M calls per year delivering ~$9M in annualized cost savingsGuided a team of digital product managers and software engineers on a journey to remove friction from the Voice customer self-service experience, focusing on designing and delivering new products and experiences using Design Thinking, Agile, and LEAN ritualsDefined product vision and strategy, drove portfolio and investment decisions, defined product roadmap aligned with business objectives and supported by business cases, customer feedback, and market researchPerformed marketplace and industry analyses with the goal of identifying product opportunities, and uncovering potential market and partner plays

Led account management, operations, and finance for a marketing and branding agencyCreated and rolled out a digital project request intake product for a national school association that reduced costs and improved usabilityDeveloped new website and new product development processes for the agency that will generate new revenue streamsIdentified opportunity, completed option analysis, and rolled out a new digital workflow management system that reduced project management costs by 50% and consolidated seven systems and tools into oneOversaw all financial operations, from annual budgeting to accounts payable, tracking, analysis, modeling, and reportingDrove increased donor engagement, membership / enrollment, and more effective client recruiting through the development and rollout of custom marketing and branding solutionsProposed client solutions and drove revenue for the agency through business development, including bidding, estimate preparation, and contract developmentBuilt a financial model to analyze the business impact of changes in key financials such as headcount, compensation, pricing, and employee benefitsCreated a new monthly financial reporting process that analyzed and interpreted key performance indicators to enable better strategic decision-making across the organizationDeveloped a new pricing strategy to increase capital reserves and fuel future growth strategies leading to a projected 50% increase in net revenue

Led community outreach alongside local leaders for an international missions agencyDrove business development efforts including business plan creation, competitive analysis, and marketing strategy for a social enterprise that operated five charity shops throughout EnglandAnalyzed national socioeconomic census data to size and profile the target market in each of the cities the charity shops were locatedIncreased effectiveness of storytelling by leading marketing, including website creation and digital and print marketing campaigns

Led product and marketing management within the US Card Line of businessDrove product management for four national rollouts of new credit card products: Students, Young Professionals, Rebuilding Credit, and ImmigrantsIdentified consumer needs, built product concepts, defined positioning, developed customer experiences, and built web and print marketing for product launchesLed cross-functional teams (product-ops-IT-creative) that designed customer experiences across web, print, online application, IVR, and customer serviceEngaged the market research team to develop and execute a $200k consumer research agenda that delivered actionable consumer insights to shape new product development effortsManaged 40+ new product tests in digital and direct mail channels, including leading marketing strategy and overseeing market research and creative development that drove increased account growth and improved customer response ratesOversaw product development efforts for Hispanic consumers that included developing the customer experience and a web and print marketing campaign

Managed payment processing department that imaged and processed 300,000+ inbound customer credit card payments per dayAccountable for achieving business goals for a team of up to 19 and third party suppliers that met or exceeded productivity and quality targetsProvided continuous feedback and coaching to improve and maintain high quality customer experience, effectiveness, and efficiency metrics