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Manager, Product Management - NextGen Agent Experiences, Agent Servicing Platform

Capital One · Chicago, IL · Full time

Posted Sep 28, 2026 · We last checked this listing on Oct 6, 2026

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Likely interview questions for this role

Written from this job description, not a generic list. Each one notes what the interviewer is really checking.

About your past

Tell me about a time you spent time with frontline users to understand their work.

What they are checking: Whether they go to the source and observe agents rather than design from a distance.

Tell me about a time you moved a manual process to a data-driven one. What resistance did you face?

What they are checking: Whether they can lead the change management that comes with automation.

Tell me about a time you worked with operations leaders who had different goals than your product team.

What they are checking: Whether they can find shared goals with operations and keep both sides aligned.

What would you do

How would you decide what information to show an agent at the right moment during a call?

What they are checking: Whether they can design for agent focus and avoid overwhelming them with data.

Agents ignore a new recommendation feature. What do you do?

What they are checking: Whether they investigate the real reasons, like trust or timing, before pushing harder.

How would you encourage agents to teach customers about self-service without it feeling like a brush-off?

What they are checking: Whether they think about customer experience and tone, not just call deflection.

How would you roll out a major change to the agent platform without disrupting service?

What they are checking: Whether they plan pilots, training and rollback for operational systems.

About the work

Walk me through how a next best action recommendation should work, and how you would measure if it helps.

What they are checking: Whether they understand recommendation logic and can test its effect on outcomes.

How would you balance faster handle time against better customer resolution?

What they are checking: Whether they avoid optimizing a single metric at the expense of customer care.

What data would you need to power guided experiences, and what would you be careful about?

What they are checking: Whether they understand data quality and privacy limits in agent tools.

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The full job description

As published by Capital One.

Manager, Product Management - NextGen Agent Experiences, Agent Servicing Platform 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. About the Role We are transforming our agent servicing experience from a manual, agent-led process to an insights- and data-driven, intelligent experience to better support our agents in servicing our customers. We are building guided experiences within our agent servicing platform to proactively serve up relevant and pertinent information and insights to agents in the right moment, recommend best next actions to agents, prompt agents to educate customers on self service options, and more - all in the spirit of providing the most effective and efficient servicing experience while resolving our customers' needs! The Product Manager for this role will have the ability to think strategically and help us craft a more dynamic, personalized servicing experience for customers. 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 3 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: $149,800 - $171,000 for Manager, Product Management McLean, VA: $164,800 - $188,100 for Manager, Product Management New York, NY: $179,700 - $205,100 for Manager, Product Management Richmond, VA: $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. If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation, please contact Capital One Recruiting at 1-800-304-9102 or via email at RecruitingAccommodation@capitalone.com . All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations. For technical support or questions about Capital One's recruiting process, please send an email to Careers@capitalone.com Capital One does not provide, endorse nor guarantee and is not liable for third-party products, services, educational tools or other information available through this site. 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).

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