Manager, Learning & Enablement Consultant for AI (Hybrid)

Capital One • McLean, VA

5d • $122,100 - $153,300 • Hybrid

About The Position

Capital One’s Card Shared Services Learning & Knowledge team supports customer service agents and their leaders with the knowledge and skills to solve problems and deliver strong 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 Artificial Intelligence and Generative AI into associates’ daily routines.

The role connects business objectives and AI technology with learner-centered experiences and change campaigns. It partners with enterprise learning and change leads to reuse scalable resources and tailor strategies to Card Operations. The position requires building alignment, driving cultural shifts, and fostering AI fluency to transform frontline performance in the flow of work.

The position is hybrid and requires adherence to Capital One’s hybrid policy for on-site presence at the designated office. The role is eligible for performance-based incentive compensation, which may include cash bonuses and/or long-term incentives.

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 day-to-day 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 multi-channel communications.
• Strong influencing skills and a record of driving 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+ 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 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 strategies 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 objectives and governance models.
• Liaise with enterprise learning and change leads and external partners to bring emerging best practices to Card Operations.
• Reuse scalable enterprise content where appropriate and tailor methodologies to Card Operations workflows and compliance guidelines.
• Develop and maintain a readiness measurement strategy with the AI in Ops Tiger Team and Community of Practice lead.
• Establish feedback loops and adapt training, change, and communication strategies using associate feedback and tool telemetry.
• Coordinate with Learning, Knowledge, and Change Management 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, risks, operational results, and stakeholder updates; iterate using feedback and performance metrics.
• Communicate complex technical concepts clearly to technical and non-technical audiences and share updates and best practices across teams.

Benefits

• Comprehensive health, financial, and other benefits supporting total well-being.
• 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