Manager - Strategic Learning & Knowledge Consultant (Hybrid)

Role Overview 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 a Learning & Knowledge Consultant. Candidate Profile Strategic Learning Partner: Anticipates future learning needs, stays current with design trends, thinks and solves problems systemically, balances long‑term vision with execution rigor, and brings structure to ambiguity while managing competing priorities. Partners with Intent Owners, Ops leaders and key business stakeholders to co‑create the annual strategic learning & knowledge agenda and ensures seamless integration and execution across business and learning initiatives. Product & Project Minded: Applies iteration, experimentation, and feedback to improve solutions. Manages project scope, timelines, and budget, identifying and mitigating risks or escalating as necessary. Leverages learning needs analysis, prioritization, and manages the full life‑cycle of learning requests to enhance impact. Balances demand with capacity using data‑driven decision‑making frameworks. Identifies breakdowns across workflows and ensures learning solutions are embedded within operational processes. Collaborative: Thrives in matrixed environments; collaborates with business partners to achieve a broader strategy; ensures solutions are aligned to true performance drivers. Relationship Manager: Cultivates strong stakeholder relationships, acting as a trusted advisor to foster collaboration. Knows and understands the business operations thoroughly and proactively influences learning and knowledge solutions to drive performance. Insight‑driven Performance Consultant: Diagnoses business problems using consulting frameworks (root cause analysis) to determine whether learning, process, tooling, or organizational interventions are required. Uses data and insights to drive decisions and continuous improvement. Defines success metrics upfront aligned to business KPIs to ensure learning and knowledge solutions deliver desired outcomes. Assesses intake and conducts learning needs analysis to determine if and what solutions can drive business intent. Storyteller: Communicates with clarity and influence to senior and technical audiences; collaborates on learner communications and external storytelling, sharing insights and outcomes of learning and knowledge solutions. Required Skills & Experience Experience educating, onboarding, or supporting operations roles. Experience partnering with key stakeholders to identify strategic opportunities and define new initiatives for business impact. Ability to communicate effectively both written and verbally, and to influence stakeholders at all levels. Ability to manage ambiguity, lead through change, and deliver in a matrixed environment. High level of initiative, ownership, business acumen and a customer‑centric mindset. Demonstrated success collaborating with other Learning & Knowledge professionals to drive efficiencies and share best practices. Ability to apply expertise in adult learning to shape learning strategy and products. Location This role is hybrid, where you will be expected to spend 3 days per week working in office and the remainder of the week working virtually. Basic Qualifications High School Diploma, GED, or equivalent certification. At least 3 years of experience in client‑facing consulting. At least 2 years of experience in learning or knowledge management. At least 1 year of experience in project management. At least 1 year of experience in learning and knowledge strategy. Preferred Qualifications Bachelor's degree. At least 5 years of experience advising and influencing leadership. At least 5 years of management consulting experience. At least 3 years of experience in strategy. At least 3 years of experience in change management. At this time, Capital One will not sponsor a new applicant for employment authorization for this position. Equal Opportunity Employment 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 qualified applicants with a criminal history in a manner consistent with applicable laws regarding criminal background inquiries. #J-18808-Ljbffr Capital One