Manager, Learning Experience Design (Hybrid)

Capital One • Richmond, VA

12h • Hybrid

About The Position

Capital One’s Card Shared Services Learning & Knowledge team supports customer service agents and their leaders by developing the knowledge and skills needed to solve problems and deliver customer experiences. The Manager, Learning Experience Design leads instructional designers and creative specialists who design, develop, and continuously optimize learning experiences for frontline operations, including call center agents, back-office support agents, and team leaders.

This strategic and tactical leadership role transforms traditional learning into experiential, personalized, and in-the-flow-of-work performance solutions. The manager guides the team in using generative AI, modern learning science, and agile practices to accelerate content development and maintenance while improving operational measures such as call quality, task competence, handle time, and agent productivity.

The role partners with operational leaders and learning and development peers to identify performance needs, shape learning strategy, and align initiatives with business priorities. It also coaches and develops the team, manages project portfolios and resources, and uses learning metrics, operational data, feedback, and evaluation frameworks to refine solutions and demonstrate their impact. This is a hybrid position subject to Capital One’s hybrid policy for on-site presence at the designated office.

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.
• Experience consulting with operational stakeholders to translate complex frontline workflow requirements into scalable, modern learning experiences.
• 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 people management experience, 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, automation, and automated workflows in the learning design and maintenance lifecycle to accelerate delivery and keep knowledge repositories current.
• Manage, coach, and mentor instructional designers and creative specialists; foster experimentation, agile execution, continuous learning, and failing forward.
• Partner with Card Shared Services operational leaders and learning and development peers to identify performance gaps, scope projects, and align learning initiatives with 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, and refine solutions using structured problem-solving.
• Manage project portfolios, timelines, resource allocation, and quality standards to deliver on time while balancing speed, learning quality, and operational constraints.

Benefits

• Comprehensive, competitive, and inclusive 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