Manager, Learning Experience Design (Hybrid)

Capital One • McLean, VA

2d • $122,100 - $153,300 • Hybrid

About The Position

Capital One’s Card Shared Services: Learning & Knowledge (L&K) team helps customer service agents and their leaders build the knowledge and skills to solve problems and deliver strong customer experiences. The Manager, Learning Experience Design leads instructional designers and creative specialists who design, develop, and continuously improve learning experiences for frontline operations, primarily call center agents, back-office support agents, and their team leaders.

This tactical and strategic leadership role transforms traditional learning into experiential, personalized, in-the-flow-of-work performance solutions. The manager guides the team in applying generative AI, modern learning science, and agile practices to speed up content creation and maintenance while improving operational measures such as call quality, task competence, handle time, and agent productivity. The role partners with frontline operational leaders and L&D peers, develops team talent, applies data and evaluation models to improve learning, and manages project portfolios, timelines, resources, and quality standards.

This is a hybrid position, subject to Capital One’s hybrid policy for required on-site presence at the designated office location. The role is eligible for performance-based incentive compensation, which may include cash bonuses and/or long-term incentives. The listed annual salary range varies by location: Chicago, IL, $122,100–$139,400; McLean, VA, $134,400–$153,300; Plano, TX, $122,100–$139,400; Richmond, VA, $122,100–$139,400; and Riverwoods, IL, $122,100–$139,400. The role is expected to accept applications for a minimum of five business days.

Requirements

• Demonstrated experience managing instructional design teams in an operations-, call center-, or customer service-focused environment.
• Hands-on experience or active engagement integrating AI tools, automation, or emerging learning technologies into the learning development lifecycle.
• Proven track record coaching direct reports in agile instructional design practices, such as SAM or Agile/Iterative Design, to solve complex operational challenges.
• Strong history of consulting with operational stakeholders to translate complex frontline workflow requirements into scalable, modern learning experiences.
• Demonstrated skill using data, feedback, and evaluation frameworks to measure learning-program effectiveness against frontline operational KPIs.
• Ability to manage ambiguity, prioritize effectively, and deliver results in a fast-paced, highly matrixed organization.
• Bachelor’s degree or military experience.
• At least 3 years of experience leading and managing people.
• At least 4 years of experience in instructional design and development.
• At least 3 years of experience in project management or cross-functional program management.
• At least 3 years of experience in stakeholder management or internal client consulting.

Nice To Haves

• Master’s degree in Instructional Design, Adult Education, Educational Technology, or Organizational Design.
• 5 or more years of experience in people management, leading teams of instructional designers and creative specialists.
• 6 or more years of experience in instructional design, curriculum development, and learning evaluation models.
• Experience supporting contact center operations, customer service agents, or back-office operational teams.
• Experience using generative AI technologies to streamline content development and maintenance.

Responsibilities

• Champion AI tools and automated workflows in the learning design and maintenance lifecycle to reduce time-to-market and keep knowledge repositories updated.
• Manage, mentor, and develop a team of instructional designers and creative specialists, encouraging experimentation, agile execution, and continuous learning.
• Partner with operational leaders and L&D peers to identify performance gaps, define project scopes, and align learning initiatives with frontline business priorities.
• Apply adult learning science and human-centered design to create blended, self-guided, and in-the-flow-of-work learning solutions for call center agents, back-office specialists, and frontline leaders.
• Monitor learning metrics and frontline performance data after implementation, then refine solutions and optimize the learning ecosystem.
• Manage project portfolios, timelines, resource allocation, and quality standards to deliver on time while balancing speed and learning quality within operational constraints.

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