Jim Del Favero Email Address

Head of Product

Personal Capital is the next-generation financial advisor. Some even say we are fundamentally altering the traditional financial services landscape. We take this as a compliment.

I started my career in technical support helping customers navigate the original Quickbooks for Dos. When computers had 512k of memory and software was a little less advanced, you were supporting people as much as software. That experience grounded me in 2 things: 1. Customers love products that fill a critical need even if those products are less than perfect and 2. No matter how simple you think something is, it's complicated for someone. My next stop was working in QA on both desktop and web solutions where I came to understand the difference between bugs, and bugs that matter. Not everything needs to be fixed, but anything that touches the customer directly and negatively impacts their experience needs to be be. I took what I learned about customers and led a team that built a system to process millions of customer contacts, across multiple channels. I then worked across departments to resolve those issues to increase net promoter scores and reduce inbound contacts. I learned that it's not just a software problem, you have to improve the entire customer experience and work across teams to make it right. Finally I landed in product management where I could put everything I learned to work. Improving existing products, identifying new market opportunities and launching new products. Leading teams of people to solve big customer needs, removing obstacles to success, taking the blame for failures, iterating quickly and keeping everyone focused on a great customer experience and achieving business goals.