Manager, Learning 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).

• 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.

• 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…