Manager, Product Management – Agent Enablement & Coaching

Discover Financial
Richmond, Chicago, New York
Workplace: OnsiteFull timeUSD 164,800 - 188,100 annuallyFunction: Communications, PR & CommunityExperience: 3+ yearsEducation: bachelorsSkills: ["Human-centered product thinking","Cross-functional leadership","Systems thinking","User-centric design mindset","AI-driven problem solving"]

Lead product strategy for agent empowerment, performance management, and coaching capabilities within a quality assurance platform. Drive a shift to just-in-time coaching workflows and own the post-MVP roadmap with targeted, automated alerts. Build AI-driven experiments to monitor servicing interactions, surface root causes, and deliver inline guidance. Integrate agent scorecards to unify performance evaluations and partner with Design/Engineering to enhance UX for key web workflows across enterprise customer service operations.

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Discover Financial
Discover Financial
1 week ago

Manager, Product Management – Agent Enablement & Coaching

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Source: Company careers pageValidated by: Fursa AI
Last checked: 11 hours agoStatus: Live

Job Summary

Lead product strategy for agent empowerment, performance management, and coaching capabilities within a quality assurance platform. Drive a shift to just-in-time coaching workflows and own the post-MVP roadmap with targeted, automated alerts. Build AI-driven experiments to monitor servicing interactions, surface root causes, and deliver inline guidance. Integrate agent scorecards to unify performance evaluations and partner with Design/Engineering to enhance UX for key web workflows across enterprise customer service operations.
Location: Richmond, Chicago, New York
Workplace: Onsite
Employment Type: Full time
Job Function: Communications, PR & Community
Seniority: Director level

Key Responsibilities

  • •Direct product strategy for frontline customer servicing agent empowerment, performance management, and coaching on a quality assurance platform.
  • •Transform coaching into just-in-time workflows and own the post-MVP roadmap for targeted, automated coaching alerts.
  • •Run experiments using AI to analyze servicing interactions in real time, surface root causes, and deliver inline guidance.
  • •Integrate Agent Scorecards into the platform to unify cross-LOB performance evaluations and create transparent quality views.
  • •Partner with Design and Engineering to continuously improve web workflows and dashboards for call listening, assessment review, and performance insights.

Pay and Benefits

Salary: USD 164,800 - 188,100 annually
Perks:Health InsuranceFinancial BenefitsOther Benefits

Key Requirements

  • •Bachelor’s or Master’s degree in a quantitative field (e.g., Statistics, Economics, Operations Research, Analytics, Mathematics, Computer Science/Engineering) or Business/Marketing, or a Bachelor’s degree in any field with at least 3 years of Product Management experience.
  • •Demonstrated ability shipping human-centric platforms and leading cross-functional tech teams.
  • •Experience with agent coaching domain interest and/or experience.
  • •Ability to align design, engineering, and operations to streamline complex workflows and deliver enterprise solutions.
  • •Strong interest in leveraging AI to solve complex operational challenges.
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 a related quantitative field) or Business/Marketing
Skills:Human-centered product thinkingCross-functional leadershipSystems thinkingUser-centric design mindsetAI-driven problem solving
Tech Stack:AIArtificial intelligence

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