Manager, Product Management - IVR Customer Experience

Discover Financial
Virginia, Richmond, Chicago, New York
Workplace: OnsiteFull timeUSD 164,800 - 188,100 annuallyFunction: Customer Success & Account ManagementExperience: 3+ yearsEducation: bachelorsSkills: ["Human-centered thinking","Business focus","Integrated problem solving","Cross-functional collaboration","Transformational leadership"]

Own end-to-end lifecycle for voice self-service experiences on Capital One’s Card IVR “front door,” evolving from automation to intuitive, low-effort resolution. Drive product strategy and delivery for an AI-driven conversational platform, partnering with software engineering, business analysts, operations, and stakeholders as the team moves toward intent-based routing and natural language processing. Lead using human-centered, business-focused, technology-driven problem solving and cross-functional alignment.

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Discover Financial
Discover Financial
2 days ago

Manager, Product Management - IVR Customer Experience

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Last checked: 12 hours agoStatus: Live

Job Summary

Own end-to-end lifecycle for voice self-service experiences on Capital One’s Card IVR “front door,” evolving from automation to intuitive, low-effort resolution. Drive product strategy and delivery for an AI-driven conversational platform, partnering with software engineering, business analysts, operations, and stakeholders as the team moves toward intent-based routing and natural language processing. Lead using human-centered, business-focused, technology-driven problem solving and cross-functional alignment.
Location: Virginia, Richmond, Chicago, New York
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Success & Account Management
Seniority: Manager level

Key Responsibilities

  • •Own the end-to-end lifecycle for critical voice self-services, transforming automation into intuitive, low-effort customer experiences.
  • •Partner with software engineers, business analysts, operations, and stakeholders to optimize and transform the voice channel.
  • •Guide product delivery toward intent-based routing and seamless natural language processing.
  • •Use human-centered, business-focused, technology-driven approaches to create near- and long-term value.
  • •Lead cross-functional collaboration to mitigate product risks and drive organizational alignment.

Pay and Benefits

Salary: USD 164,800 - 188,100 annually

Key Requirements

  • •Obtain or be in the process of obtaining 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 related) or Business/Marketing.
  • •Alternatively, have a Bachelor’s degree in any field and at least 3 years of Product Management experience.
  • •Translate business strategy and analysis into consumer-facing digital products (preferred).
  • •Demonstrate human-centered product thinking focused on customer needs and value creation.
  • •Lead cross-functional teams to drive organizational alignment and resolve complex product risks.
Experience:3+ years
Education:Bachelor's in Quantitative field (Statistics, Economics, Operations Research, Analytics, Mathematics, Computer Science, Computer Engineering, Software Engineering, Mechanical Engineering, Information Systems) or Business/Marketing
Skills:Human-centered thinkingBusiness focusIntegrated problem solvingCross-functional collaborationTransformational leadership
Tech Stack:AI-driven conversational platformIntent-based routingNatural language processingNLP

Eligibility

Work Authorization:Authorization required. Sponsorship not provided.

Company Brief

Discover Financial
Provides consumer banking products, credit cards, personal loans, and payment services through the Discover brand. It operates a major U.S. financial network and serves individuals and merchants with lending and digital payment solutions.
Industry: Retail Banking
Company Size: Enterprise (1,001+ employees)
Revenue: USD 10M to 25M
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Riverwoods, United States
Founded: 1985
WebsiteLinkedIn