Manager, Product Management – Agent Enablement & Coaching
About The Position
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. We believe our portfolio of businesses and investments in growth and transformation will result in a company with the scale, brand, capabilities, talent, and values to succeed as the digital revolution transforms our society and our industry. About the Role We are seeking a tech-forward Product Manager to direct the product strategy for frontline customer servicing agent empowerment, performance management, and coaching capabilities on our quality assurance platform. Our vision is to be the central platform that drives customer-level servicing quality and proactive risk mitigation by delivering continuous actionable insights. You will sit at the center of operational excellence as we transform how over 22,000 servicing agents and 2,000 managers across Card, Bank, Discover and other LOBs receive timely, personalized coaching and performance feedback.
Requirements
- An Experienced Product Manager: Proven track record shipping human-centric platforms, agent coaching domain interest and/or experience, and cross-functional tech team leadership.
- A User-Centric Systems-Thinker: Excels at aligning design, engineering, and ops, streamlining complex workflows, and driving high-velocity enterprise delivery.
- An AI-Driven Problem Solver: Deeply passionate about leveraging AI to solve complex operational challenges optimally and efficiently.
- Currently has, or is in the process of obtaining one of the following with an expectation that the required degree will be obtained on or before the scheduled start date: A Bachelor's or Master’s Degree in a quantitative field (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 Bachelor's degree in any field and at least 3 years of Product Management experience
Nice To Haves
- Experience translating business strategy and analysis into consumer facing digital products
Responsibilities
- Transform Frontline Coaching: Shift from delayed reviews to "just-in-time" workflows, reducing leader prep time and driving immediate behavioral corrections. Own the post-MVP roadmap to deliver targeted, automated coaching alerts.
- Pioneer AI for Servicing Monitoring: Run experiments leveraging AI-driven solutions that deeply analyze and operationalize servicing interactions and learnings in real time. Use AI to surface root causes, resolve pain points, and deliver inline guidance that reduces unit manager and agent cognitive load.
- Drive Performance & Scorecard Integration: Integrate Agent Scorecards into our platform to unify cross-LOB performance evaluations. Build transparent quality views aligning quality experience standards, accuracy, empathy, and timeliness into clear accountability pathways.
- Elevate Platform UX & Design: Partner with Design and Engineering to continuously enhance core web workflows. Optimize call listening, assessment review, and dashboard interfaces to elevate satisfaction and platform NPS.
Benefits
- comprehensive, competitive, and inclusive set of health, financial and other benefits that support your total well-being
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What This Job Offers
Job Type
Full-time
Career Level
Manager
