Senior Product Manager – Conversational AI Servicing Quality Assurance

About this role

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...