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