IVR Product Manager, AI-Driven Customer Experience

Capital One; Chicago (IL); On-site; USD 150,000 - 171,000; Full time

Job summary

Capital One’s Card IVR team owns the front door to our brand—the critical first contact for millions of customers seeking clarity and resolution. We are building an AI-driven, conversational platform that enables intent-based routing and seamless natural language processing.

As Product Manager, you will own the end‑to‑end lifecycle for voice self‑services, collaborating with software engineers, analysts, and operations to create low‑effort experiences that empower customers to resolve complex

Qualifications

• Bachelor’s or Master’s degree in a quantitative field or related field.
• Alternative: Bachelor’s in any field with 3+ years PM experience.

Responsibilities

• Own end-to-end lifecycle for voice self-services on Card IVR.
• Collaborate with engineering, analytics, and operations to transform the voice channel.

Skills

Product Management

Stakeholder collaboration

Digital product strategy

IVR domain knowledge

Education

Bachelor’s or Master’s degree in a quantitative field

Bachelor’s degree in any field + 3 years PM experience

Job description

Capital One’s Card IVR team owns the front door to our brand—the critical first contact for millions of customers seeking clarity and resolution. We are building an AI-driven, conversational platform that enables intent-based routing and seamless natural language processing.

As Product Manager, you will own the end‑to‑end lifecycle for voice self‑services, collaborating with software engineers, analysts, and operations to create low‑effort experiences that empower customers to resolve complex