---
title: "Senior Product Operations Manager – LLM Automation"
company: "capital.com"
company_url: "https://www.remjobs.works/companies/capital-com"
url: "https://www.remjobs.works/job/capital-com-senior-product-operations-manager-llm-automation-5f184de2-f5f5-4077-9fa9-aae2e37f5228"
apply_url: "https://jobs.lever.co/capital/87fa851f-8347-4d96-ad4b-a21a549596c0"
workplace: hybrid
location: "Sofia City, Bulgaria"
employment_type: other
seniority: senior
role: ai-machine-learning
region: europe
skills: ["llm"]
date_posted: 2026-09-04T15:58:05.327Z
first_seen_by_remjobs: 2026-09-15T19:11:55.761Z
---

# Senior Product Operations Manager – LLM Automation

**capital.com** · Sofia City, Bulgaria

Apply: https://jobs.lever.co/capital/87fa851f-8347-4d96-ad4b-a21a549596c0

## About the role

Capital.com is a global fintech company with over 1,000,000 clients worldwide. Our platform offers CFD trading across 5,000+ markets, powered by proprietary AI technology that helps traders make better decisions. Our top-rated products have won prestigious industry awards for their cutting-edge technology and seamless client experience. We deliver only the best, so we are always in search of the best people to join our ever-growing talented team.
 
As part of our continued investment in AI-driven customer operations, we are seeking a **Senior Product Operations Manager – LLM Automation** to own product strategy and execution for AI agents that handle client contact across our FCA (UK), CySEC (Cyprus), ASIC (Australia), SCB (Bahamas), and SCA (UAE) entities. This is a senior, high-visibility role that sits at the intersection of product management, AI systems thinking, and regulated compliance — reporting directly to the Head of Operations and shaping how AI agents serve 1,000,000+ clients without compromising Consumer Duty or AI governance obligations.

##### Responsibilities:

- Own the contact-centre deflection roadmap. Translate operational pain points (volume peaks, repeat queries, cost drivers) into a prioritised intent-automation roadmap, measuring success by deflection rate, cost per interaction, and customer satisfaction — not feature counts.

- Design and own the intent taxonomy and evaluation framework. Build the classification hierarchy underpinning every agent, establish pass-rate-by-intent metrics and confusion matrices, and instrument the hard distinction between containment (agent solves it) and deflection (client doesn't contact us) across live and shadow traffic.

- Drive LLM agent deployment and iteration cycles. Partner with Engineering to ship agents to production, own go/no-go decisions using multi-metric eval gates (accuracy thresholds, containment rates, customer sentiment, compliance risk), and write PRDs that survive legal and engineering scrutiny simultaneously.

- Navigate multilingual evaluation complexity. Oversee agent performance across 15+ languages and five regulatory jurisdictions; distinguish genuine linguistic gaps from regulatory differences or domain drift, and prioritise fixes accordingly.

- Drive cross-functional consensus under conflicting incentives. Hold the conversation where Customer Success demands safety-first, Engineering wants velocity, Compliance requires audit trails, and Exec needs the headline number. Document decisions in ADRs that explain the trade-off, not just the conclusion — own closure, not consensus theatre.

- Build and maintain regulatory evidence packs. Produce documentation that satisfies FCA Consumer Duty obligations, EU AI Act high-risk categorisation assessments, and internal governance — showing that your agents classify intent accurately, don't discriminate, and degrade gracefully under uncertainty.

- Author high-bar product artefacts. Produce PRDs, ADRs, exec memos, and board briefing materials that survive scrutiny from product, legal, finance, and regulators. Your written output is evidence.

- Establish and challenge your own reasoning. Distinguish first-principles analysis from market heuristics, run pre-mortems, and quote uncertainty explicitly. Act when you can test; defer when you can't.

##### Requirements:

- 5+ years in product roles owning customer-operations or contact-centre automation — accountable for deflection outcomes, measuring cost per interaction, and iterating on actual operational metrics, not just "worked on a support project".

- Proven track record of shipping and measuring cost/deflection outcomes, speaking in outcomes (cost reduction, containment, customer friction) rather than outputs (calls handled).

- Intent taxonomy and eval design fluency — reading confusion matrices, distinguishing accuracy from containment, and designing holdout test sets and eval gates ahead of production deployment.

- Comfort in regulated environments (FCA, CySEC, ASIC, SCB, CMA) — able to discuss Consumer Duty, vulnerable-customer treatment, AI governance, and data governance with compliance teams without a translator.

- Demonstrated ability to ship LLM/AI agents to production, including awareness of the gap between lab and live performance, latency, token costs, and hallucination surfaces.

- Cross-functional decision closure under conflicting incentives — you produce ADRs that explain a trade-off and a decision, not consensus documents, and you're comfortable saying no.

- High written-output bar — PRDs, ADRs, and exec memos that separate fact from assumption, quote confidence levels, and survive scrutiny from lawyers, CFOs, and product leaders.

- Calibrated reasoning and first-principles thinking — you distinguish market heuristics from a reasoned case for action and quote your confidence explicitly.

**What you will get in return:**

- Competitive Salary: We believe great work deserves great pay! Your skills and talents will be rewarded with a salary that makes you feel valued and motivated.

- Work-Life Harmony: Join a company that genuinely cares about you - because your life outside of work matters just as much as your time on the clock. #LI-Hybrid

- Generous Time Off: Need a breather? Our annual leave policy lets you recharge and enjoy life outside of work without a worry.

- Employee Referral Program: Love working here? Share the love! Bring your talented friends on board and get rewarded for growing our awesome team.

- Comprehensive Health & Pension Benefits: From medical insurance to pension plans, we’ve got your back. Plus, location-specific benefits and perks!

- Workation Wonderland: Live your digital nomad dreams with 30 extra days to work remotely from anywhere in the world (some restrictions apply). Adventure awaits!

- Volunteer Days: Make a difference! Take two additional paid days each year to support causes you care about and give back to the community.

Be a key player at the forefront of the digital assets movement, propelling your career to new heights! Join a dynamic and rapidly expanding company that values and rewards talent, initiative, and creativity. Work alongside one of the most brilliant teams in the industry.

---

Source: capital.com's own career page, read by RemJobs. Canonical HTML version: https://www.remjobs.works/job/capital-com-senior-product-operations-manager-llm-automation-5f184de2-f5f5-4077-9fa9-aae2e37f5228