Senior Manager, Product Management - Workforce Management Tools
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 Team The Workforce & Intelligent Routing platform controls how Capital One connects customers with the right support at the right time. We build the tech and data tools that power Card Servicing’s entire workforce—handling real-time work routing, demand forecasting, and scheduling. It’s practical, high-impact product work: making sure agents have fair, sensible schedules and customers get connected to someone who can genuinely solve their issue. About the Role As Sr. Manager, you’ll own the end-to-end Workforce Management product suite and lead the PM team behind it. You’ll oversee everything behind Card Servicing’s forecasting, capacity planning, schedule generation, and real-time operations. This is a hands-on leadership role. You’ll need to balance long-term strategy with a strong grasp of the underlying engineering, helping the team navigate complex technical, vendor, and operational tradeoffs.
Requirements
- 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 4 years of Product Management experience
Nice To Haves
- Experience translating business strategy and analysis into consumer facing digital products
Responsibilities
- Set a clear vision for the platform so the team builds toward long-term goals rather than just reacting to incoming requests.
- Coach and mentor a team of Product Managers, driving high standards and focusing on measurable outcomes rather than just output.
- Own the core scheduling and planning tools, directly influencing agent experience, customer satisfaction, and operational efficiency.
- Translate Capital One’s technical and security needs for external vendors, while helping internal stakeholders plan around vendor roadmaps.
- Partner with Tech Leads to resolve architecture tradeoffs, clean up data pipelines, and ensure live deployments run smoothly.
- Balance immediate leadership demands with long-term platform health and technical dependencies.
- Work across Enterprise Data and Tech teams to ensure our workforce data is integrated and scalable across the company.
- Translate complex platform constraints into clear business terms for senior leaders, and convert business goals into actionable technical plans.
Benefits
- performance based incentive compensation, which may include cash bonus(es) and/or long term incentives (LTI).
- 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
Senior
