Manager, Learning & Enablement Consultant for AI (Hybrid)

Manager, Learning & Enablement Consultant for AI (Hybrid)

Capital One’s Card Shared Services: Learning & Knowledge (L&K) team ensures that customer service agents and their leaders have the knowledge and skills to solve problems and enable brand defining experiences for millions of customers. We’re a team of learning, knowledge, technology, and data experts who are passionate about enabling agent performance through innovative skill development and content solutions. 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 an innovative and forward-thinking Manager, Learning & Enablement Consultant for AI (Card Ops AI Readiness Lead) to consult, design, and implement a comprehensive training, change management, and adoption agenda to integrate Artificial Intelligence (AI) and Generative AI into our associates daily routines.

In this role, you will seamlessly connect business objectives and AI tech intent with impactful, learner-centered experiences and change campaigns. You will liaise with enterprise learning and change leads to leverage scalable resources while customizing strategies to meet the nuanced needs of Card Operations. Whether your background is in AI enablement, learning strategy, management consulting, or change management, your ability to build alignment, drive cultural shifts, and foster AI fluency will be critical to transforming frontline performance in the flow of work.

Who We Are Looking For

The ideal candidate for this role is a/an:

• AI Enablement & Strategic Learning Partner: Anticipates future operational learning and adoption needs by staying current with Gen AI tools and design trends. Thinks and solves problems systemically, balancing long-term AI vision with execution rigor to bring structure to ambiguity while managing competing operational priorities.
• Change & Cultural Transformation SME: Deep expert in change management, adoption strategies, and change communications techniques. Crafts campaign-like strategies to drive the knowledge, skills, and mindset shifts required for associates and leaders to confidently embrace AI in their day-to-day operations.
• Cross-Functional Collaborator & Liaison: Thrives in matrixed environments, serving as a vital bridge between the AI in Ops Tiger Team, Community of Practice (COP) leads, enterprise learning/change leads, and Card Ops Chief of Staff (COS) teams. Leverages and reuses scalable enterprise assets while tailoring solutions for frontline agents and leaders.
• Product, Program & Campaign Manager: Applies iteration, experimentation, and continuous feedback loops to refine enablement solutions. Effectively manages project scope, timelines, and rollout campaigns while monitoring operational results, mitigating risks, and updating stakeholders on progress.
• Insight-Driven & Measurement-Focused: Uses data and analytics to craft a robust readiness measurement strategy. Continuously evaluates training, change, and communication efficacy to optimize AI usage, boost associate performance, and ensure measurable business outcomes.
• Operational Storyteller & Relationship Manager: Cultivates trusted advisor relationships with frontline leaders and Accountable Executives. Communicates complex technical concepts with clarity to both technical and non-technical audiences, sharing compelling narrative updates and best practices across teams.

Key Responsibilities

• Operational AI Readiness Campaign

• Create, manage, and execute a full-scale operational readiness agenda to enhance and maximize AI adoption across call center agents, back-office agents, and frontline leaders.

• Design and develop end-to-end enablement campaigns incorporating customized training materials, change communications, and reinforcement tools to drive long-term adoption.

• Strategic Learning & Change Consultation

• Provide always-on consultation and strategy refinement to bridge audience needs, stakeholder expectations, and frontline operational realities.

• Partner with Accountable Executives, HR leaders, and Card Ops COS teams to align AI enablement with broader business OKRs and governance models.

• Enterprise Integration & Best Practice Sharing

• Liaise with enterprise learning, change leads, and external partners to bring emerging best practices back to Card Ops.

• Scale and reuse enterprise content where applicable, while customizing methodologies to address unique Card Ops workflows and compliance guidelines.

• Measurement Strategy & Continuous Improvement

• Craft and maintain a readiness measurement strategy in partnership with the AI in Ops Tiger Team and COP lead.

• Establish real-time feedback loops to continuously adapt training, change, and communication strategies based on associate feedback and tool telemetry.

• Frontline Leader Enablement & Engagement

• Partner across Learning, Knowledge, and Change Management to ensure seamless alignment across all frontline leader communications, training, and engagement activities.

• Equip call center and back-office team leaders with coaching toolkits and change enablement resources to guide their teams through AI adoption.

• What You Need to Be Successful

• AI Fluency: Active user of Generative AI tools with a strong understanding of AI applications, prompt engineering concepts, and tech-centric learning workflows.

• Operations Business Acumen: Deep familiarity with frontline operations, including a clear understanding of a "day/week in the life" of call center agents, back-office support agents, and operational team leaders.

• Instructional Design & Adult Learning Expertise: Proven capability in adult learning principles, instructional design, and micro-learning formats delivered in the flow of work.

• Change Management & Communication Mastery: Expert-level mastery of change management frameworks, stakeholder management, and high-impact multi-channel communication techniques.

• Cross-Functional Leadership: Strong influencing skills with a proven track record of driving cross-functional alignment in complex, matrixed environments.

• Agile Program Execution: Ability to lead through ambiguity, manage competing priorities, drive initiatives to completion, and iterate rapidly based on performance metrics.

• Location: This role is designated as a hybrid position. You are expected to adhere to Capital One's hybrid policy regarding required on-site presence at your designated office location.

Basic Qualifications:

• 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 utilizing 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 in learning and change strategy creation

Preferred Qualifications:

• 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 in strategy creation for technology adoption or digital transformation

• Demonstrated familiarity with change management frameworks (e.g., Prosci) and agile project execution methodologies

• Experience supporting or training call center agents, back-office support roles, and frontline operations leaders

• This role is expected to accept applications for a minimum of 5 business days.

• No agencies please. Capital One is an equal opportunity employer (EOE, including disability/vet) committed to non-discrimination in compliance with applicable federal, state, and local laws. Capital One promotes a drug-free workplace. Capital One will consider for employment qualified applicants with a criminal history in a manner consistent with the requirements of applicable laws regarding criminal background inquiries.

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• Capital One Financial is made up of several different entities. Please note that any position posted in Canada is for Capital One Canada, any position posted in the United Kingdom is for Capital One Europe and any position posted in the Philippines is for Capital One Philippines Service Corp. (COPSSC).