Product Manager, AI-Driven Frontline Coaching

Capital One; Richmond (VA); On-site; USD 150,000 - 171,000; Full time

Job summary

Capital One is seeking a tech-forward Product Manager to shape the strategy for frontline customer servicing coaching, performance management, and QA platform capabilities. You will enable 22,000+ agents and 2,000 managers across multiple lines of business to receive timely, personalized coaching and performance feedback.

You will partner with design and engineering to enhance core workflows, dashboards, and listening/assessment interfaces, driving higher satisfaction and NPS.

Qualifications

• 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
• Experience translating business strategy and analysis into consumer facing digital products (preferred)

Responsibilities

• Transform Frontline Coaching: Shift from delayed reviews to 'just-in-time' workflows, reducing leader prep time and driving immediate behavioral corrections.
• Pioneer AI for Servicing Monitoring: Run experiments leveraging AI-driven solutions that deeply analyze and operationalize servicing interactions and learnings in real time.
• Drive Performance & Scorecard Integration: Integrate Agent Scorecards into our platform to unify cross-LOB performance evaluations.
• Elevate Platform UX & Design: Partner with Design and Engineering to continuously enhance core web workflows.

Skills

Product Management

Cross-functional leadership

AI/ML interest

Education

Bachelor's degree in a quantitative field

Master’s degree in a quantitative field

Job description

Capital One is seeking a tech-forward Product Manager to shape the strategy for frontline customer servicing coaching, performance management, and QA platform capabilities. You will enable 22,000+ agents and 2,000 managers across multiple lines of business to receive timely, personalized coaching and performance feedback.

You will partner with design and engineering to enhance core workflows, dashboards, and listening/assessment interfaces, driving higher satisfaction and NPS.