Manager, Global Enablement & Delivery; Hybrid

Manager, Global Performance Enablement & Delivery (Hybrid)

Capital One’s Card Learning & Knowledge organization is seeking a strategic, high-impact Manager to lead the operational infrastructure and performance strategy for our Global Partner enablement. In this role, you will lead a team responsible for building a deeper relationship between Capital One and our Global Partner supplier network, ensuring a consultative, solution oriented approach to learning delivery. It’s a top priority to drive a consistent, operationally rigorous, and aligned strategy for the partners we support.

As a leader within Global Performance Enablement (GPE), you will oversee the learning and knowledge relationship for multiple Global Service Providers across approximately several different sites and countries. You will translate complex business data and industry best practices into a scalable learner journey, driving "Best-in-Class" performance across Voice and Non-voice work forces.

• Strategic Systems Architect: You don't just execute processes; you design the "front door" stakeholder experiences and interaction models that optimize how Learning and Operations teams collaborate globally.
• Performance & Metrics: Utilizes comprehensive data analysis and standardized reporting frameworks to monitor business health. Responsible for identifying performance gaps, root-cause analysis, and implementing structured strategic action plans to restore target performance levels.
• Consultation: You are a leader and influencer who leverages a sophisticated consulting toolkit to provide up to senior leadership-level thought partnership to internal learning partners and external stakeholders.
• Risk & Governance: Fosters a culture of operational excellence and risk mitigation across global learning and consulting functions. Establishes and enforces strategic, scalable standards to protect and uphold Learning & Knowledge brand reputation across multiple lines of business.

• Global Supplier Governance: Leads the global strategy for learning consultation, overseeing initial and annual supplier facilitation quality as well as targeted site observations to ensure vendor support consistently meets global performance and quality benchmarks.
• Performance Metrics & Scorecards: Oversees the design and maintenance of standardized supplier performance learning frameworks; strategically weights key operational, efficiency, customer satisfaction, performance metrics, and regulatory compliance metrics to ensure objective partner evaluations.
• Strategic Relationship Management: Serves as the primary operational and learning liaison between internal stakeholders and external vendors, facilitating high-level leadership alignment and presiding over Weekly and Monthly Business Reviews.
• Cross-Functional Optimization: Partners with Workforce Management and Strategy teams to optimize performance across diverse business segments, including core customer care, risk/fraud operations, and specialized support lines.
• Change Management & Innovation: Drives large-scale operational initiatives, including global content rollouts, organizational rebranding, and the piloting/adoption of new enterprise technology tools and software.
• Workforce & Retention Strategy: Analyzes supplier attrition trends and operational drivers to proactively optimize supplier needs from the onset of the learning journey through production and determine strategic solutioning.
• A "Virtual-First" Governance Ecosystem: Scaling support across 9 time zones by building an enhanced virtual presence. This includes leveraging advanced collaboration tools, digital observation frameworks, and real-time communication channels to maintain rigorous compliance and continuous partner engagement without requiring a constant physical footprint.
• Hybrid Delivery Excellence: Seamlessly blending physical and digital oversight so that global suppliers feel deeply supported, aligned with organizational culture, and strictly accountable to performance bars regardless of geographic distance.

• Systems Thinking: Ability to seek horizontal…