Senior Product Operations Manager – LLM Automation

Capital.com
Sofia, Warsaw
Workplace: HybridFull timeFunction: Business OperationsExperience: 5+ yearsSkills: ["Cross-functional decision-making","Written communication","First-principles reasoning","Uncertainty calibration"]

Own and iterate the contact-centre deflection roadmap for LLM-driven intent automation. Define the intent taxonomy and evaluation framework, drive LLM agent deployment with multi-metric go/no-go gates, and manage multilingual performance across regulated jurisdictions. Lead cross-functional decision-making under conflicting incentives, produce regulatory evidence packs for FCA/EU AI Act and related obligations, and deliver high-bar product artefacts (PRDs/ADRs) backed by measurable outcomes and explicit reasoning.

Loading

Loading job details...

Preparing the role view and application actions.

FursaFursa
Capital.com
Capital.com
4 days ago

Senior Product Operations Manager – LLM Automation

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 2 hours agoStatus: Live

Job Summary

Own and iterate the contact-centre deflection roadmap for LLM-driven intent automation. Define the intent taxonomy and evaluation framework, drive LLM agent deployment with multi-metric go/no-go gates, and manage multilingual performance across regulated jurisdictions. Lead cross-functional decision-making under conflicting incentives, produce regulatory evidence packs for FCA/EU AI Act and related obligations, and deliver high-bar product artefacts (PRDs/ADRs) backed by measurable outcomes and explicit reasoning.
Location: Sofia, Warsaw
Workplace: Hybrid
Employment Type: Full time
Job Function: Business Operations
Seniority: Mid level

Key Responsibilities

  • •Own the contact-centre deflection roadmap by translating operational pain points into a prioritised intent-automation plan and measuring deflection, cost per interaction, and customer satisfaction.
  • •Design and own intent taxonomy and evaluation, including classification hierarchies, pass-rate-by-intent metrics, confusion matrices, and containment vs deflection instrumentation.
  • •Drive LLM agent deployment and iteration cycles with Engineering, including multi-metric eval gates and PRDs aligned with legal and engineering requirements.
  • •Oversee multilingual evaluation across 15+ languages and handle performance differences across regulatory jurisdictions by distinguishing linguistic gaps, regulatory differences, and domain drift.
  • •Build and maintain regulatory evidence packs and produce ADRs/exec memos/board materials that document trade-offs, decisions, and compliance-aligned outcomes.

Pay and Benefits

Perks:Health InsurancePensionPaid LeaveRemote Work

Key Requirements

  • •5+ years in product roles owning customer-operations or contact-centre automation with accountability for deflection outcomes and cost per interaction.
  • •Proven track record shipping and measuring cost/deflection outcomes, communicating impact through containment and customer friction metrics.
  • •Fluency designing intent taxonomy and evaluation (confusion matrices, holdout test sets, eval gates).
  • •Ability to ship LLM/AI agents to production, understanding the gap between lab and live performance (latency, token costs, hallucination risk).
  • •Comfort working in regulated environments (FCA, CySEC, ASIC, SCB, CMA) and discussing governance topics with compliance teams.
Experience:5+ yearsFintechCustomer operationsContact-centre automationRegulated environmentsAI agents
Skills:Cross-functional decision-makingWritten communicationFirst-principles reasoningUncertainty calibration
Tech Stack:LLMAI agents

Company Brief

Capital.com
Operates an online trading platform offering CFDs, forex, commodities, indices and cryptocurrencies to retail investors and traders, combining market access with educational content, analytics, and AI-driven insights for informed trading decisions.
Industry: Trading Platforms
Company Size: Large (251 to 1,000 employees)
Growth: Scaleup
Headquarters: London, United Kingdom
Founded: 2016
WebsiteLinkedIn