Lead, AI-Driven Frontline Coaching & Enablement

Capital One National Association; New York (NY); On-site; USD 180,000 - 205,000; Full time

Job summary

Capital One National Association in New York, NY, is seeking a tech-forward Manager of Product Management to steer frontline agent enablement, coaching capabilities, and QA insights on our quality assurance platform.

You will lead AI-enabled monitoring, integrate agent scorecards, and collaborate with design and engineering to optimize workflows and dashboards for thousands of agents and managers.

Qualifications

• Bachelor's or Master's Degree in a quantitative field, Business or Marketing or related field
• 3+ years of Product Management experience

Responsibilities

• Transform frontline coaching with just-in-time workflows and automated coaching alerts
• Pioneer AI-driven servicing monitoring to surface root causes and reduce cognitive load
• Drive integration of Agent Scorecards and create clear accountability pathways
• Elevate platform UX with Design/Engineering to improve call listening, review, and dashboards

Job description

Capital One National Association in New York, NY, is seeking a tech-forward Manager of Product Management to steer frontline agent enablement, coaching capabilities, and QA insights on our quality assurance platform.

You will lead AI-enabled monitoring, integrate agent scorecards, and collaborate with design and engineering to optimize workflows and dashboards for thousands of agents and managers.