Lead Product Manager, Agent Enablement & Coaching

Capital One National Association; McLean (VA); On-site; USD 165,000 - 188,000; Full time

Job summary

Capital One is seeking a tech-forward Product Manager to direct strategy for frontline customer servicing agent empowerment, performance management, and coaching on our quality assurance platform. You will enable coaching across 22,000 servicing agents and 2,000 managers, driving timely, personalized feedback and proactive risk mitigation.

You will partner with Design and Engineering to enhance workflows, dashboards, and call-listening interfaces while delivering measurable quality improvements

Qualifications

• Experience shipping human-centric product platforms with cross-functional teams.
• Ability to translate strategy into consumer digital products.
• Strong collaboration across design, engineering, and operations.

Responsibilities

• Transform frontline coaching with just-in-time workflows and automated coaching alerts.
• Pioneer AI-driven servicing monitoring to surface root causes and guidance.
• Integrate agent scorecards into the platform for cross-LOB evaluations.
• Elevate UX and core web workflows with design and engineering partners.

Skills

Product management

AI-driven problem solving

Cross-functional leadership

Education

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

Bachelor's degree + 3 years of Product Management experience

Job description

Capital One is seeking a tech-forward Product Manager to direct strategy for frontline customer servicing agent empowerment, performance management, and coaching on our quality assurance platform. You will enable coaching across 22,000 servicing agents and 2,000 managers, driving timely, personalized feedback and proactive risk mitigation.

You will partner with Design and Engineering to enhance workflows, dashboards, and call-listening interfaces while delivering measurable quality improvements