Product Manager, Frontline Coaching & AI Insights

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

Job summary

Capital One is seeking a tech-forward Product Manager to direct the product strategy for frontline customer servicing empowerment, performance management, and coaching on our quality assurance platform. You will enable 22,000 servicing agents and 2,000 managers across Card, Bank, Discover and other lines of business to receive timely, personalized coaching and feedback.

Work with Design and Engineering to enhance web workflows, integrate agent scorecards, and apply AI-driven insights to reduce

Qualifications

• Bachelor's or Master's in a quantitative field (Statistics, Economics, Analytics, CS, etc.), or related quantitative field; degree must be obtained by start date.

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 to unify cross-LOB performance evaluations and create clear accountability.
• Collaborate with Design and Engineering to enhance core web workflows and improve UX/NPS.

Skills

Product management

Cross-functional leadership

AI-driven problem solving

User-centric design

Education

Bachelor's or Master’s degree in a quantitative field

Job description

Capital One is seeking a tech-forward Product Manager to direct the product strategy for frontline customer servicing empowerment, performance management, and coaching on our quality assurance platform. You will enable 22,000 servicing agents and 2,000 managers across Card, Bank, Discover and other lines of business to receive timely, personalized coaching and feedback.

Work with Design and Engineering to enhance web workflows, integrate agent scorecards, and apply AI-driven insights to reduce