Manager, Product Management – Agent Enablement & Coaching

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 22000 servicing agents and 2000 managers across Card Bank Discover and other LOBs receive timely personalized coaching and performance feedback.

What Youll Do

• 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.

Who You Are

• 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.

Capital One Product Framework

In this role youll be expected to demonstrate proficiency in five key areas which we consider to be the foundation for successful Product Management:

• Human Centered - Obsesses about internal and external customer needs to reimagine and innovate product solutions

• Business Focused - Delivers game-changing outcomes by focusing on leverage and execution excellence

• Technology Driven - Leverages technology to deliver innovative and resilient solutions that enable both near term and long term value

• Integrated Problem Solving - Identifies and resolves complex problems to deliver outcomes while mitigating product risks

• Transformational Leadership - Leads cross functional teams to solve customer problems and drive organizational alignment

Basic Qualifications:

• 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 Bachelors or Masters 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

• Bachelors degree in any field and at least 3 years of Product Management experience

Preferred Qualifications:

• Experience translating business strategy and analysis into consumer facing digital products

At this time Capital One will not sponsor a new applicant for employment authorization for this position

The minimum and maximum full-time annual salaries for this role are listed below by location. Please note that this salary information is solely for candidates hired to perform work within one of these locations and refers to the amount Capital One is willing to pay at the time of this posting. Salaries for part-time roles will be prorated based upon the agreed upon number of hours to be regularly worked.

Candidates hired to work in other locations will be subject to the pay range associated with that location and the actual annualized salary amount offered to any candidate at the time of hire will be reflected solely in the candidates offer letter.

Capital One offers a comprehensive competitive and inclusive set of health financial and other benefits that support your total well-being. Learn more at theCapital One Careers website. Eligibility varies based on full or part-time status exempt or non-exempt status and management level.

If you have visited our website in search of information on employment opportunities or to apply for a position and you require an accommodation please contact Capital One Recruiting at 1- or via email at . All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations.

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Capital One Financial is made up of several different entities. Please note that any position posted in Canada is for Capital One Canada any position posted in the United Kingdom is for Capital One Europe and any position posted in the Philippines is for Capital One Philippines Service Corp. (COPSSC).