Senior Manager, Product Management - Customer Assist Experience
About The Position
Capital One Product Management focuses on reimagining the status quo, finding value-creation opportunities, and delivering innovative, sustainable customer experiences through technology. The Customer Assist team plans to expand in 2027 from an associate pilot to a production experience serving more than 50 million customers, evolving text-based chat into a multimodal experience supporting voice, image, and document interactions. The Senior Product Manager owns the runtime vision and strategy for the Customer Assist platform, which powers intelligent customer interactions. The role defines how customers will interact with AI to address servicing needs at scale and in a well-managed way. It works with the Live Agent Chat and Eno teams to align integrated roadmaps and connect near- and medium-term chat experiences to the future of agentic self-service. The role requires a data-driven, test-and-learn approach and the ability to navigate ambiguity, complex dependencies, and cross-functional collaboration. The position is hybrid and follows Capital One’s hybrid policy for required on-site presence at the designated office location. It is eligible for performance-based incentive compensation, which may include cash bonuses and/or long-term incentives. Capital One provides a comprehensive benefits package; eligibility varies by employment status and management level.
Requirements
- Currently hold, or be in the process of obtaining by the scheduled start date, a bachelor's or master's degree in a quantitative field, Business, or Marketing; alternatively, hold a bachelor's degree in any field and have at least 4 years of Product Management experience.
- A strong data-driven mindset and test-and-learn approach.
- Ability to navigate ambiguity and lead cross-functional teams through complex dependencies.
- Must not require new employer-sponsored employment authorization or immigration support.
Nice To Haves
- Experience translating business strategy and analysis into consumer-facing digital products.
Responsibilities
- Define the multi-year roadmap for runtime experiences and move the product beyond pilot phases toward a scaled production ecosystem.
- Own the Customer Assist platform runtime vision and strategy.
- Define product requirements (PRDs) that guide development of the front-end experience.
- Partner with engineering, design, operations, Live Agent Chat, Eno, and dependent teams to align roadmaps and deliver an integrated platform.
- Use data-driven insights and a test-and-learn approach to iterate on the experience and expand channel capabilities.
- Lead cross-functional teams through ambiguity and complex dependencies to develop a scalable, intuitive, and reliable platform.
- Demonstrate human-centered, business-focused, technology-driven, integrated problem-solving, and transformational leadership capabilities.
Benefits
- Comprehensive health, financial, and other benefits supporting total well-being.
- Eligibility for performance-based incentive compensation, which may include cash bonuses and/or long-term incentives.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
