Senior Manager - Learning & Knowledge Measurement & Technology Project Manager (Hybrid)

Capital One • McLean, VA

1d • Hybrid

About The Position

Senior Manager - Learning & Knowledge Measurement & Technology Project Manager (Hybrid) The Card Shared Services Learning & Knowledge team is responsible for ensuring associates have the knowledge and skills needed to deliver Capital One’s card servicing imperatives. In order to transform the learning and knowledge experience, maximize our impact, and enable data-driven, tech-centric learning in the flow of work we are seeking a Learning & Knowledge Measurement & Technology Senior Manager. The Senior Manager is a strategic leader responsible for redefining how we quantify the impact of learning and knowledge. In this high-impact role, you will be responsible for the end-to-end measurement strategy—connecting learning interventions and knowledge consumption directly to business outcomes like NPS, Resolution Rate, and Handle Time. Additionally, you will own the learning technology roadmap, identifying and implementing the next generation of tools (AI-driven coaching, systems training interfaces, and Knowledge Management systems) that will enable us to deliver expert-level service at scale. This role is critical to a learning transformation journey, which involves redefining how value is delivered through learning and knowledge strategies and solutions that drive high business value. Success requires a leader who can inspire, empower, and support a team of professionals , strategically planning, overseeing, and improving all aspects of how we measure team impact, business impact and embed learning into the flow of work. You will provide strategic leadership and creative vision for the function, developing and influencing the strategy and roadmap to ensure the highest value work is delivered. You will also establish and monitor key learning performance metrics to measure and enhance business impact , using data to drive continuous improvement. The ideal candidate for this role is a/an: A Visionary Leader: Defines a strategic direction for how a global organization measures learning and knowledge impact and the tools and technologies needed to enhance that. learning experiences. Anticipates future learning needs by staying current with trends and research, thinks and solves problems systemically, and balances long-term vision with execution rigor. You connect with stakeholder partners to understand and align strategic priorities. An Expert Measurement & Technology Practitioner: Has a deep understanding of learning and knowledge principles and frameworks and understands how to measure its impact and the tools needed to enable us. You know how to leverage technology to enable the creation and delivery of transformational learning and knowledge experiences in an efficient and well managed way at scale. Measurement & Impact Strategy: Develop and execute a comprehensive measurement framework to evaluate the effectiveness of learning programs and knowledge base health. Move beyond "completion rates" to demonstrate causal impact on key business KPIs and agent proficiency. Proven track record of building measurement frameworks (e.g., Kirkpatrick Model, ROI analysis) that link learning and knowledge content to operational metrics Technology Roadmap: Define and lead the multi-year learning technology strategy. Partner with Product and Engineering teams to integrate AI-native learning tools and just-in-time knowledge delivery systems into the agent desktop environment. Data-Driven Insights: Build and oversee a robust reporting ecosystem that provides real-time visibility into agent knowledge gaps and the ROI of training initiatives for senior leadership. An Influential & Impactful Partner: You are an effective communicator and storyteller, able to craft data-supported stories about complex issues and tailor your message to suit a diverse set of audiences including senior leaders. You skillfully influence leaders and partners to ensure the execution of our roadmap. Stakeholder Influence: Partner closely with strategy and operations leaders, workforce management, and product teams to align learning technology investments with business growth and operational efficiency goals. An Experienced People Manager: You are passionate about coaching and developing others to bring out the best in every team member and raise the collective talent bar. You are a thoughtful and inspirational leader, fostering a culture of technical excellence, business acumen, and "customer-obsessed" innovation. This is a visible role with the ability to impact change and drive how learning and knowledge is built and consumed. Here is what you need to be successful: Exceptional leadership and management of a team of project and process managers, data and measurement strategist and learning and knowledge technology platform specialists. Ability to develop and execute a comprehensive roadmap for learning and knowledge technology and measurement. Strong partnership with senior leaders to understand business needs and analyze how to measure learning and knowledge impact. The ability to project manage our roadmap objectives, building partnership and influence with tech and product partners. Demonstrated history of defining and implementing robust evaluation models and data analytics to measure the impact of all learning and knowledge products. Ability to manage ambiguity, lead through change, and deliver in a matrixed environment. Proactively share recommendations and collaborate with stakeholders to identify emerging needs and gaps based on data insights. High level of initiative, ownership, and a customer-centric mindset.

Requirements

• High School Diploma, GED, or equivalent certification
• At least 5 years of experience in learning technology
• At least 5 years of experience in project management or program management
• At least 5 years of experience in client consulting
• At least 3 years of experience in people leadership

Nice To Haves

• Bachelor’s Degree in Learning and Development, Learning or Educational Technology or Data Analytics
• 6+ years of experience in project management or program management
• 3+ years of experience support learning or knowledge in a large-scale, global operations or call-center environment
• 6+ years of experience in client consulting
• 4+ years of experience in people leadership

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED