# Manager, Learning Experience Design **Company**: Capital One **Work arrangement**: hybrid **Experience**: senior **Job type**: full-time **Salary**: $122,100 - $139,400 **Category**: Design **Industry**: Finance **Apply**: https://capitalone.wd12.myworkdayjobs.com/en-US/Capital_One/job/Richmond-VA/Manager--Learning-Experience-Design--Hybrid-_R1003567?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply **Canonical**: https://yubhub.co/jobs/job_d65c35fa-42a ## Description 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 seeking an innovative and forward-thinking Manager, Learning Experience Design to lead a team of instructional designers and creative specialists dedicated to designing, developing, and continuously optimizing high-impact learning experiences for frontline operations. **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. - An AI-Forward Practitioner: Passionate about integrating generative AI, automation, and digital learning tools into the design workflow. - An Innovative & Nimble Coach: Inspires, mentors, and develops a team of instructional designers to adopt agile methodologies and experiment with new delivery modalities. - 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. - A Data-Driven Problem Solver: Connects learning solutions directly to frontline business metrics and operational KPIs. **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. - Coach & Develop Talent: Manage and mentor a high-performing team of Instructional Designers and creative specialists. - Consult on Learning Strategy: Partner closely with Card Shared Services operational leaders and L&D peers to identify performance gaps and define project scopes. - 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. - Deliver Continuous Improvement: Monitor key learning metrics and frontline performance data post-implementation. - Manage Complexity & Delivery: Manage project portfolios, timelines, resource allocation, and quality standards. **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. - 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. - 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. **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 **Salary Information:** Chicago, IL: $122,100 - $139,400 for Learning Manager McLean, VA: $134,400 - $153,300 for Learning Manager Plano, TX: $122,100 - $139,400 for Learning Manager Richmond, VA: $122,100 - $139,400 for Learning Manager Riverwoods, IL: $122,100 - $139,400 for Learning Manager ## Skills ### Required - Instructional Design - Adult Education - Learning Science - AI Tools - Agile Methodologies - Project Management - Stakeholder Management ### Nice to have - Generative AI - Learning Evaluation Models - Contact Center Operations - Customer Service Agents - Back-office Operational Teams --- Source: [Apply at capitalone.wd12.myworkdayjobs.com](https://capitalone.wd12.myworkdayjobs.com/en-US/Capital_One/job/Richmond-VA/Manager--Learning-Experience-Design--Hybrid-_R1003567?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)