Sr. Manager, Product Management - Conversational AI Servicing Quality Assurance

Overview

Sr. Manager, Product Management - Conversational AI Servicing Quality Assurance

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.

We are seeking a tech-forward Senior Manager to direct the strategy for evaluating conversational AI solutions while leading our Analytics Pillar team. You will sit at the cutting edge of GenAI servicing as we scale automated validation and unstructured analytics across customer interactions.

What You'll Do

• Drive AI Integration & Feedback Loops: Own platform integration and roadmap execution to onboard conversational AI solutions onto our quality platform. Pioneer "AI QA on AI" capabilities, establishing automated assessment parameters, Human-in-the-Loop workflows, and closed-loop feedback systems for continuous self-correction.

• Scale QA & Analytics Infrastructure: Design systems enabling our platform to keep pace with rapid coverage expansion. Ensure quality checks and interaction insights remain accurate, consistent, and scalable across complex customer intents.

• Oversee Core Product Workstreams: Strategically guide our foundational analytics capabilities. Drive transcript-level LLM intelligence, natural language querying, UI enhancements, and AI workflow integrations. Expand full-file automated monitoring across high-priority regulatory, business, and behavioral use cases.

• Lead and Develop People: Direct, mentor, and empower product and analytics associates. Align team backlogs with executive priorities, optimize delivery velocity across engineering and data science, and cultivate product excellence.

Who You Are

• An Experienced Product & People Leader: You have shipped complex data platforms or cloud-scale conversational apps, possess deep knowledge of LLM evaluation pipelines, and bring proven team management experience.

• A Strategic Systems-Thinker: You excel at orchestrating alignment across platform analytics and core quality workflows, managing technical dependencies, and leading high-velocity, cross-functional teams.

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

OR

• Bachelor's degree in any field and at least 4 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: $182,500 - $208,300 for Sr. Mgr, Product Management; $149,800 - $171,000 for Manager, Product Management

McLean, VA: $200,700 - $229,100 for Sr. Mgr, Product Management; $164,800 - $188,100 for Manager, Product Management

New York, NY: $219,000 - $249,900 for Sr. Mgr, Product Management; $179,700 - $205,100 for Manager, Product Management

Richmond, VA: $182,500 - $208,300 for Sr. Mgr, Product Management; $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 . Eligibility varies based on full or part-time status, exempt or non-exempt status, and management level.

This role is expected to accept applications for a minimum of 5 business days.

No agencies please. 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.

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Capital One Financial is made up of several different entities. Please note that any position posted in Canada is for Capital One Canada, any position posted in the United Kingdom is for Capital One Europe and any position posted in the Philippines is for Capital One Philippines Service Corp. (COPSSC).