Manager, Learning & Enablement Consultant for AI (Hybrid)

Who We Are Looking For

Key Responsibilities

• Operational AI Readiness Campaign
• Create, manage, and execute a full-scale operational readiness agenda to enhance and maximize AI adoption across call center agents, back-office agents, and frontline leaders.
• Design and develop end-to-end enablement campaigns incorporating customized training materials, change communications, and reinforcement tools to drive long-term adoption.
• Strategic Learning & Change Consultation
• Provide always-on consultation and strategy refinement to bridge audience needs, stakeholder expectations, and frontline operational realities.
• Partner with Accountable Executives, HR leaders, and Card Ops COS teams to align AI enablement with broader business OKRs and governance models.
• Enterprise Integration & Best Practice Sharing
• Liaise with enterprise learning, change leads, and external partners to bring emerging best practices back to Card Ops.
• Scale and reuse enterprise content where applicable, while customizing methodologies to address unique Card Ops workflows and compliance guidelines.
• Measurement Strategy & Continuous Improvement
• Craft and maintain a readiness measurement strategy in partnership with the AI in Ops Tiger Team and COP lead.
• Establish real-time feedback loops to continuously adapt training, change, and communication strategies based on associate feedback and tool telemetry.
• Frontline Leader Enablement & Engagement
• Partner across Learning, Knowledge, and Change Management to ensure seamless alignment across all frontline leader communications, training, and engagement activities.
• Equip call center and back-office team leaders with coaching toolkits and change enablement resources to guide their teams through AI adoption.
• AI Fluency: Active user of Generative AI tools with a strong understanding of AI applications, prompt engineering concepts, and tech-centric learning workflows.
• Operations Business Acumen: Deep familiarity with frontline operations, including a clear understanding of a "day/week in the life" of call center agents, back-office support agents, and operational team leaders.
• Instructional Design & Adult Learning Expertise: Proven capability in adult learning principles, instructional design, and micro-learning formats delivered in the flow of work.
• Change Management & Communication Mastery: Expert-level mastery of change management frameworks, stakeholder management, and high-impact multi-channel communication techniques.
• Cross-Functional Leadership: Strong influencing skills with a proven track record of driving cross-functional alignment in complex, matrixed environments.
• Agile Program Execution: Ability to lead through ambiguity, manage competing priorities, drive initiatives to completion, and iterate rapidly based on performance metrics.
• Location: This role is designated as a hybrid position. You are expected to adhere to Capital One's hybrid policy regarding required on-site presence at your designated office location.

What You Need to Be Successful

Basic Qualifications:

• Bachelor’s Degree or military experience
• At least 3 years of experience in client-facing consulting or internal strategic advisory roles
• At least 2 years of experience in learning design, knowledge management, or change management
• At least 1 year of hands-on experience utilizing or enabling Generative AI tools and technologies
• At least 1 year of experience in project, program, or campaign management
• At least 1 year of experience in learning and change strategy creation

Preferred Qualifications:

• 5+ years of experience in management consulting or strategic advisory roles influencing senior leadership
• 3+ years of experience developing change management, communication, or enablement campaigns for large-scale operations or contact centers
• 3+ years of experience in strategy creation for technology adoption or digital transformation
• Demonstrated familiarity with change management frameworks (e.g., Prosci) and agile project execution methodologies
• Experience supporting or training call center agents, back-office support roles, and frontline operations leaders
• At this time, Capital One will not sponsor a new applicant for employment authorization, or offer any immigration related support for this position (e.g. H1B, F-1 OPT, F-1 STEM OPT, F-1 CPT, J-1, TN, E-3, and O-1, or any other forms of work authorization that require immigration support from an employer).
• The minimum and maximum full-time annual salaries for this role are listed below, by location. Please note that this salary information is solely for candidates hired to perform work within one of these locations, and refers to the amount Capital One is willing to pay at the time of this posting. Salaries for part-time roles will be prorated based upon the agreed upon number of hours to be regularly worked.
• 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
• Candidates hired to work in other locations will be subject to the pay range associated with that location, and the actual annualized salary amount offered to any candidate at the time of hire will be reflected solely in the candidate’s offer letter.
• This role is also eligible to earn performance based incentive compensation, which may include cash bonus(es) and/or long term incentives (LTI). Incentives could be discretionary or non discretionary depending on the plan.
• Capital One offers a comprehensive, competitive, and inclusive set of health, financial and other benefits that support your total well-being. Learn more at the Capital One Careers website. Eligibility varies based on full or part-time status, exempt or non-exempt status, and management level.
• This role is expected to accept applications for a minimum of 5 business days.
• No agencies please. 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 for employment qualified applicants with a criminal history in a manner consistent with the requirements of applicable laws regarding criminal background inquiries, including, to the extent applicable, Article 23-A of the New York Correction Law; San Francisco, California Police Code Article 49, Sections 4901-4920; New York City’s Fair Chance Act; Philadelphia’s Fair Criminal Records Screening Act; and other applicable federal, state, and local laws and regulations regarding criminal background inquiries.
• If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation, please contact Capital One Recruiting at 1-800-304-9102 or via email at [email protected]. All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations.
• For technical support or questions about Capital One's recruiting process, please send an email to [email protected]
• Capital One does not provide, endorse nor guarantee and is not liable for third-party products, services, educational tools or other information available through this site.
• Capital One Financial is made up of several different entities. Please note that any position posted in Canada is for Capital One Canada, any position posted in the United Kingdom is for Capital One Europe and any position posted in the Philippines is for Capital One Philippines Service Corp. (COPSSC).