Senior Product Operations Manager – LLM Automation

Capital.com is a global fintech company serving over 1,000,000 clients worldwide. The company offers CFD trading across 5,000+ markets powered by proprietary AI technology, with operations regulated under FCA (UK), CySEC (Cyprus), ASIC (Australia), SCB (Bahamas), and SCA (UAE).

• 5+ years in product roles owning customer-operations or contact-centre automation with accountability for deflection outcomes and operational metrics.
• Proven track record of shipping and measuring cost/deflection outcomes focusing on outcomes rather than outputs.
• Fluency in intent taxonomy and evaluation design, including interpreting confusion matrices and designing test sets and evaluation gates.
• Experience working in regulated environments (FCA, CySEC, ASIC, SCB, CMA) with understanding of Consumer Duty, vulnerable-customer treatment, AI and data governance.
• Demonstrated ability to ship LLM/AI agents to production, aware of differences between lab and live performance.
• Ability to drive cross-functional decision closure under conflicting incentives with documented ADRs.
• High-quality written communication skills producing PRDs, ADRs, and executive memos that withstand scrutiny.
• Calibrated reasoning employing first-principles thinking and explicit confidence levels in decision making.

• Own the contact-centre deflection roadmap, translating operational pain points into a prioritised intent-automation roadmap measured by deflection rate, cost per interaction, and customer satisfaction.
• Design and own the intent taxonomy and evaluation framework including pass-rate-by-intent metrics and confusion matrices.
• Drive LLM agent deployment and iteration cycles, partnering with Engineering and owning go/no-go decisions based on multi-metric evaluation gates.
• Navigate multilingual evaluation complexity across 15+ languages and five regulatory jurisdictions.
• Drive cross-functional consensus managing conflicting incentives among Customer Success, Engineering, Compliance, and Executives.
• Build and maintain regulatory evidence packs satisfying FCA Consumer Duty, EU AI Act high-risk assessments, and internal governance.
• Author high-bar product artefacts such as PRDs, ADRs, executive memos, and board briefings.
• Establish and challenge reasoning through first-principles analysis, pre-mortems, and explicit uncertainty quoting.