Manager, Product Management - IVR Customer Experience

Capital One Financial

Confirmed live 2 days ago High trust

Quick summary

Work type: On-site
Location: McLean, VARichmond, VAChicago, ILNew York, NY
Salary: $149,800–$171,000 / yr
Posted: 14 days ago
Freshness: Confirmed live 2 days ago
Nearby: 99+ roles within 25 mi

Market check

Salary context

Below market

How this pay compares to similar roles

Similar $204k

This role $160k

$140k most similar roles pay here $245k

This role pays less than 84% of similar roles. Most pay $176,450–$231,000 — the shaded band above. At the midpoint, this role pays about $160k versus about $204k for comparable roles.

Based on 240 similar postings.

Employer

About Capital One Financial

Capital One Financial is a bank holding company specializing in credit cards, auto loans, banking, and savings products, known for its data-driven approach to consumer and commercial finance. Industry: Financial Services & Banking

Capital One Financial currently has 998 open roles on FindRole.

Listed pay typically runs $197,300–$225,100 across 992 roles with salary data.

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View all roles at Capital One Financial

At a glance

TL;DR · Manager, Product Management - IVR Customer Experience

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Manager, Product Management - IVR Customer Experience joins the Card IVR team to manage the critical first point of contact for millions of customers seeking support. This role involves owning the end-to-end lifecycle for voice self-services, moving beyond simple automation to build a sophisticated, AI-driven conversational platform featuring intent-based routing and natural language processing. The manager will collaborate with Software Engineers, Business Analysts, and Operations teams to create intuitive, low-effort experiences that allow customers to resolve complex needs without agent intervention. Success in this role requires core competencies in human-centered design, business focus, technology-driven innovation, integrated problem solving, and transformational leadership. The position focuses on the specific domain of transforming the voice channel for a card experience by replacing traditional phone menus with advanced conversational technology to improve customer outcomes and streamline service delivery.

Skills

IVR Natural Language Processing AI Digital Products Voice Self-Service Automation

What you'll do

Manage the end-to-end lifecycle for critical voice self-service products.
Develop an AI-driven conversational platform using natural language processing and intent-based routing.
Create intuitive, low-effort customer experiences that allow users to resolve complex needs without agent intervention.
Translate business strategy and analysis into consumer-facing digital products.
Identify and resolve complex problems while mitigating product risks.
Lead cross-functional teams of engineers, analysts, and operations staff to drive organizational alignment.
Leverage technology to deliver both near-term and long-term value for the voice channel.

What we're looking for

Must have a Bachelor's or Master's degree in a quantitative field, Business, Marketing, or a related field.
Alternatively, must have a 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 is preferred.
Must be able to work without sponsorship for employment authorization.
Ability to manage the end-to-end lifecycle for voice self-service products and AI-driven conversational platforms.
Proficiency in human-centered design to innovate solutions based on customer needs.
Ability to deliver results through business focus, execution excellence, and risk mitigation.
Capability to lead cross-functional teams including Software Engineers and Business Analysts to drive organizational alignment.

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