Manager, Learning & Enablement Consultant for AI (Hybrid)

Capital One • Richmond, VA

4d • Hybrid

About The Position

Capital One’s Card Shared Services Learning & Knowledge team helps customer service agents and their leaders build the knowledge and skills to solve problems and deliver customer experiences. The Manager, Learning & Enablement Consultant for AI (Card Ops AI Readiness Lead) will consult, design, and implement a comprehensive training, change management, and adoption agenda to integrate AI and Generative AI into associates’ daily work. The role connects business objectives and AI technology goals with learner-centered experiences and change campaigns, collaborating with enterprise learning and change leads while tailoring strategies to Card Operations’ needs.

The successful candidate will help drive AI fluency and cultural change across frontline operations. They will work across a matrixed organization, reuse scalable enterprise resources where appropriate, and customize enablement for frontline agents and leaders. The role includes designing operational readiness campaigns, advising stakeholders, coordinating enterprise practices, equipping frontline leaders, and measuring and improving adoption and business outcomes.

This is a hybrid role. The employee is expected to follow Capital One’s hybrid policy for required on-site presence at their designated office location. The role is eligible for performance-based incentive compensation, which may include cash bonuses and/or long-term incentives. Capital One will not sponsor new applicants for employment authorization or provide immigration-related support for this position.

Requirements

• 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 using 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 creating learning and change strategies.
• Active use of Generative AI tools and a strong understanding of AI applications, prompt engineering concepts, and technology-centric learning workflows.
• Deep familiarity with frontline operations, including the work of call center agents, back-office support agents, and operational team leaders.
• Capability in adult learning principles, instructional design, and micro-learning delivered in the flow of work.
• Expert-level mastery of change management frameworks, stakeholder management, and high-impact multichannel communication techniques.
• Strong influencing skills and a demonstrated ability to drive cross-functional alignment in complex, matrixed environments.
• Ability to lead through ambiguity, manage competing priorities, complete initiatives, and iterate based on performance metrics.

Nice To Haves

• 5 or more years of experience in management consulting or strategic advisory roles influencing senior leadership.
• 3 or more years of experience developing change management, communication, or enablement campaigns for large-scale operations or contact centers.
• 3 or more years of experience creating strategies for technology adoption or digital transformation.
• Familiarity with change management frameworks such as Prosci and agile project execution methodologies.
• Experience supporting or training call center agents, back-office support roles, and frontline operations leaders.

Responsibilities

• Create, manage, and execute an operational readiness agenda to increase AI adoption among call center agents, back-office agents, and frontline leaders.
• Design and develop end-to-end enablement campaigns, including customized training materials, change communications, and reinforcement tools.
• Provide ongoing consultation and refine strategy to bridge audience needs, stakeholder expectations, and frontline operational realities.
• Partner with Accountable Executives, HR leaders, and Card Operations Chief of Staff teams to align AI enablement with business OKRs and governance models.
• Liaise with enterprise learning and change leads and external partners to bring emerging practices to Card Operations.
• Reuse enterprise content where applicable and customize methodologies for Card Operations workflows and compliance guidelines.
• Create and maintain a readiness measurement strategy with the AI in Ops Tiger Team and Community of Practice lead.
• Establish real-time feedback loops and adapt training, change, and communication strategies based on associate feedback and tool telemetry.
• Coordinate with Learning, Knowledge, and Change Management teams to align frontline leader communications, training, and engagement activities.
• Equip call center and back-office team leaders with coaching toolkits and change enablement resources.
• Manage project scope, timelines, rollout campaigns, operational results, risks, and stakeholder updates; iterate based on performance metrics.
• Build trusted relationships with frontline leaders and Accountable Executives, and communicate technical concepts and best practices to technical and non-technical audiences.

Benefits

• Comprehensive health, financial, and other benefits supporting total well-being.
• Eligibility for performance-based incentive compensation, which may include cash bonuses and/or long-term incentives.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager