AI-Powered Frontline Learning Experience Manager (Hybrid)

Capital One; Chicago (IL); Hybrid; USD 122,000 - 139,000; Full time

Job summary

Capital One’s Card Shared Services Learning & Knowledge team seeks a Manager of Learning Experience Design to guide a group of instructional designers and creative specialists. You will shape frontline training—from call center agents to back-office staff—into experiential, in-the-flow-of-work solutions and drive measurable improvements in performance.

You will lead with a strategic mindset, embracing AI, modern learning science, and agile practices to accelerate content creation, maintain

Qualifications

• Experience leading instructional design teams in an operations- or contact center-focused environment.
• Hands-on with integrating AI tools or emerging learning technologies into the development lifecycle.
• Proven coaching track record in agile instructional design practices (e.g., SAM, Agile/Iterative Design).
• Strong ability to consult with operational stakeholders to translate frontline workflows into scalable, modern learning experiences.
• Experience using data and evaluation frameworks to measure learning impact against KPIs.
• Ability to manage ambiguity and deliver results in a fast-paced, matrixed organization.

Responsibilities

• Lead a team of Instructional Designers and creative specialists to design and optimize frontline learning experiences.
• Champion AI integration and automated workflows to accelerate content creation and maintenance.
• Partner with operational leaders to define learning strategies aligned with business priorities.
• Design for frontline impact using adult learning science and human-centered design.
• Monitor learning metrics and frontline performance data to drive continuous improvement.
• Manage portfolios, timelines, resources, and quality to balance speed with excellence.

Skills

Team leadership

Agile methodologies

Learning science

Data-driven

Education

Bachelor's degree or military experience

Tools

Generative AI

AI tooling

Job description

Capital One’s Card Shared Services Learning & Knowledge team seeks a Manager of Learning Experience Design to guide a group of instructional designers and creative specialists. You will shape frontline training—from call center agents to back-office staff—into experiential, in-the-flow-of-work solutions and drive measurable improvements in performance.

You will lead with a strategic mindset, embracing AI, modern learning science, and agile practices to accelerate content creation, maintain