Manager, Product Management – Agent Enablement & Coaching

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

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 22,000 servicing agents and 2,000 managers across Card, Bank, Discover and other LOBs receive timely, personalized coaching and performance feedback.

What You'll 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, you’ll 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 Bachelor's or Master's 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
• Bachelor's 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.

Chicago, IL: $149,800 - $171,000 for Manager, Product Management

McLean, VA: $164,800 - $188,100 for Manager, Product Management

New York, NY: $179,700 - $205,100 for Manager, Product Management

Richmond, VA: $149,800 - $171,000 for Manager, Product Management

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 candidate’s offer letter.

This role is also eligible to earn performance based incentive compensation, which may include cash bonus(es) and/or long term incentives (LTI). Incentives could be discretionary or non discretionary depending on the plan.

Capital One offers a comprehensive, competitive, and inclusive set of health, financial and other benefits that support your total well-being. Learn more at the Capital One Careers website.

Capital One is an equal opportunity employer (EOE, including disability/vet) committed to non-discrimination in compliance with applicable federal, state, and local laws.

Capital One promotes a drug-free workplace.

Capital One will consider for employment qualified applicants with a criminal history in a manner consistent with the requirements of applicable laws regarding criminal background inquiries, including, to the extent applicable, Article 23-A of the New York Correction Law; San Francisco, California Police Code Article 49, Sections 4901-4920; New York City's Fair Chance Act; Philadelphia's Fair Criminal Records Screening Act; and other applicable federal, state, and local laws and regulations regarding criminal background inquiries.