Manager, Learning Experience Design (Hybrid)

Manager, Learning Experience Design (Hybrid)

Capital One’s Card Shared Services: Learning & Knowledge (L&K) team ensures that customer service agents and their leaders have the knowledge and skills to solve problems and enable brand defining experiences for millions of customers. We’re a team of learning, knowledge, technology, and data experts who are passionate about enabling agent performance through innovative skill development and content solutions. To transform the learning and knowledge experience, maximize our impact, and enable data-driven, tech-centric learning in the flow of work, we are seeking an innovative and forward-thinking Manager, Learning Experience Design . In this role, you will lead a team of instructional designers and creative specialists dedicated to designing, developing, and continuously optimizing high-impact learning experiences for frontline operations—primarily supporting call center agents, back-office support agents, and their team leaders.

This is a tactical and strategic leadership role focused on transforming frontline learning from traditional, static models into experiential, personalized, and in-the-flow-of-work performance solutions. You will guide your team in leveraging generative AI, modern learning science, and agile practices to accelerate content creation and maintenance while driving measurable operational impact (e.g., call quality, task competence, handle time, and agent productivity).

The ideal candidate for this role is...

• A Strategic & Consultative Partner: Cultivates strong, consultative relationships with frontline operational leaders and facilitation peers in a matrixed environment. Anticipates frontline agent and back-office support learning needs, balancing long-term learning vision with operational urgency and rigor.
• An AI-Forward Practitioner: Passionate about integrating generative AI, automation, and digital learning tools into the design workflow. Views technology as an essential enabler to streamline content maintenance, scale knowledge repositories, and personalize learning.
• An Innovative & Nimble Coach: Inspires, mentors, and develops a team of instructional designers to adopt agile methodologies, experiment with new delivery modalities, and adapt quickly to shifting frontline operational priorities.
• A Practitioner of Learning Science & Human-Centered Design: Deeply skilled at translating adult learning theory, cognitive science, and human-centered design into practical learning assets that directly improve agent performance and job readiness.
• A Data-Driven Problem Solver: Connects learning solutions directly to frontline business metrics and operational KPIs. Leverages operational data, feedback, and evaluation models to analyze performance gaps, refine existing solutions, and prove the value of learning investments.

To do this you will…

• Drive AI & Tool Integration: Champion the application of AI tools and automated workflows within the team’s design and maintenance lifecycle, reducing time-to-market for learning assets and keeping knowledge repositories continuously updated.
• Coach & Develop Talent: Manage and mentor a high-performing team of Instructional Designers and creative specialists. Run rituals that encourage creative experimentation, agile execution, and a culture of continuous learning and "failing forward".
• Consult on Learning Strategy: Partner closely with Card Shared Services operational leaders and L&D peers to identify performance gaps, define project scopes, and align learning initiatives with frontline business priorities.
• Design for Frontline Impact: Apply adult learning science and human-centered design to craft blended, self-guided, and in-the-flow-of-work learning solutions tailored to the daily workflow of call center agents, back-office specialists, and frontline leaders.
• Deliver Continuous Improvement: Monitor key learning metrics and frontline performance data post-implementation, using structured problem-solving to refine solutions and optimize the learning ecosystem.
• Manage Complexity & Delivery: Manage project portfolios, timelines, resource allocation, and quality standards, ensuring on-time delivery that balances speed with learning excellence within operational constraints.

Here is what you will need to be successful:

• Demonstrated experience managing instructional design teams in an operations-, call center-, or customer service-focused environment.
• Hands-on experience or active engagement with integrating AI tools, automation, or emerging learning technologies into the learning development lifecycle.
• Proven track record of coaching direct reports in agile instructional design practices (e.g., SAM, Agile/Iterative Design) to solve complex operational challenges.
• Strong history of consulting with operational stakeholders to translate complex frontline workflow requirements into scalable, modern learning experiences.
• Demonstrated skill in using data, feedback, and evaluation frameworks to measure the effectiveness of learning programs against frontline operational KPIs.
• Ability to manage ambiguity, prioritize effectively, and deliver results within a fast-paced, highly matrixed organization.

Location: This role is designated as a hybrid position. You are expected to adhere to Capital One's hybrid policy regarding required on-site presence at your designated office location.

Basic Qualifications:

• Bachelor’s Degree or military experience
• At least 3 years of experience leading and managing people
• At least 4 years of experience in instructional design and development
• At least 3 years of experience in project management or cross-functional program management
• At least 3 years of experience in stakeholder management or internal client consulting

Preferred Qualifications:

• Master’s Degree in Instructional Design, Adult Education, Educational Technology, or Organizational Design
• 5+ years of experience in people management, leading teams of instructional designers and creative specialists
• 6+ years of experience in instructional design, curriculum development, and learning evaluation models
• Demonstrated experience supporting contact center operations, customer service agents, or back-office operational teams
• Experience using generative AI technologies to streamline content development and maintenance

At this time, Capital One will not sponsor a new applicant for employment authorization, or offer any immigration related support for this position (e.g. H1B, F-1 OPT, F-1 STEM OPT, F-1 CPT, J-1, TN, E-3, and O-1, or any other forms of work authorization that require immigration support from an employer).

The minimum and maximum full-time annual salaries for this role are listed below, by location. Please note that this salary information is solely for candidates hired to perform work within one of these locations, and refers to the amount Capital One is willing to pay at the time of this posting. Salaries for part-time roles will be prorated based upon the agreed upon number of hours to be regularly worked.

Chicago, IL: $122,100 - $139,400 for Learning ManagerMcLean, VA: $134,400 - $153,300 for Learning ManagerPlano, TX: $122,100 - $139,400 for Learning ManagerRichmond, VA: $122,100 - $139,400 for Learning ManagerRiverwoods, IL: $122,100 - $139,400 for Learning Manager

Candidates hired to work in other locations will be subject to the pay range associated with that location, and the actual annualized salary amount offered to any candidate at the time of hire will be reflected solely in the candidate’s offer letter.

This role is also eligible to earn performance based incentive compensation, which may include cash bonus(es) and/or long term incentives (LTI). Incentives could be discretionary or non discretionary depending on the plan.

Capital One offers a comprehensive, competitive, and inclusive set of health, financial and other benefits that support your total well-being. Learn more at the Capital One Careers website. Eligibility varies based on full or part-time status, exempt or non-exempt status, and management level.

This role is expected to accept applications for a minimum of 5 business days.No agencies please. Capital One is an equal opportunity employer (EOE, including disability/vet) committed to non-discrimination in compliance with applicable federal, state, and local laws. Capital One promotes a drug-free workplace. Capital One will consider for employment qualified applicants with a criminal history in a manner consistent with the requirements of applicable laws regarding criminal background inquiries, including, to the extent applicable, Article 23-A of the New York Correction Law; San Francisco, California Police Code Article 49, Sections 4901-4920; New York City’s Fair Chance Act; Philadelphia’s Fair Criminal Records Screening Act; and other applicable federal, state, and local laws and regulations regarding criminal background inquiries.

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Capital One Financial is made up of several different entities. Please note that any position posted in Canada is for Capital One Canada, any position posted in the United Kingdom is for Capital One Europe and any position posted in the Philippines is for Capital One Philippines Service Corp. (COPSSC).