Product Manager: AI-Driven Frontline Coaching

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

Job summary

Capital One seeks a tech-forward Product Manager to direct the product strategy for frontline customer servicing coaching, performance management, and QA on our quality assurance platform. You will shape how over 22,000 servicing agents and 2,000 managers across Card, Bank, Discover and other LOBs receive timely, personalized coaching and feedback.

You will lead cross-functional teams, drive AI-driven insights, and align quality standards with actionable dashboards.

Qualifications

• Bachelor's or Master’s degree in a quantitative field or Business/Marketing (or equivalent).
• Bachelor's with 3+ years PM experience as alternative.
• Experience translating business strategy into consumer-facing digital products.

Responsibilities

• Transform frontline coaching with just-in-time workflows and post-MVP coaching alerts.
• Experiment with AI-driven servicing monitoring to surface root causes and reduce cognitive load.
• Integrate Agent Scorecards for cross-LOB evaluations and clear accountability.
• Enhance platform UX and design, optimizing workflows and dashboards for higher NPS.

Skills

Product Management

Cross-functional leadership

User-Centric design

AI-driven problem solving

Education

Bachelor's or Master’s Degree in a quantitative field or Business/Marketing

Bachelor's degree in any field + 3 years of Product Management experience

Job description

Capital One seeks a tech-forward Product Manager to direct the product strategy for frontline customer servicing coaching, performance management, and QA on our quality assurance platform. You will shape how over 22,000 servicing agents and 2,000 managers across Card, Bank, Discover and other LOBs receive timely, personalized coaching and feedback.

You will lead cross-functional teams, drive AI-driven insights, and align quality standards with actionable dashboards.