AI-Driven Learning Experience Manager (Hybrid)

Capital One; Little Rock Township (IL); Hybrid; USD 122,000 - 139,000; Full time

Job summary

Capital One’s Card Shared Services Learning & Knowledge team is seeking a Manager, Learning Experience Design to lead a group of instructional designers and creative specialists. You will design and optimize high-impact learning experiences for frontline operations, supporting call center agents and leaders.

The role emphasizes integrating AI, learning science, and agile practices to speed content creation, measure impact on metrics like call quality and agent productivity, and drive continuous

Qualifications

• Experience leading instruction design teams in an operations/call center environment.
• Experience integrating AI tools and automation into learning development.
• Proven coaching of direct reports in agile instructional design methods.
• Strong history of consulting with operational stakeholders to translate frontline requirements into scalable learning.
• Use data, feedback, and evaluation to prove learning impact on KPIs.

Responsibilities

• Drive AI and tool integration within the design lifecycle.
• Coach and develop a high-performing instructional design team within an agile culture.
• Consult on learning strategy with frontline leaders and L&D peers.
• Design learning solutions for frontline impact: blended, self-guided, in-the-flow-of-work.
• Monitor learning metrics and frontline performance post-implementation and refine accordingly.
• Manage project portfolios, timelines, resources, and quality standards to ensure timely delivery.

Skills

People management

Instructional design

Stakeholder mgmt

AI for learning

Agile design

Consulting with ops

Education

Bachelor's Degree or military experience

Job description

Capital One’s Card Shared Services Learning & Knowledge team is seeking a Manager, Learning Experience Design to lead a group of instructional designers and creative specialists. You will design and optimize high-impact learning experiences for frontline operations, supporting call center agents and leaders.

The role emphasizes integrating AI, learning science, and agile practices to speed content creation, measure impact on metrics like call quality and agent productivity, and drive continuous