Manager, AI-Driven Learning Experience Design (Hybrid)

Capital One; Plano (TX); Hybrid; USD 120,000 - 170,000; Full time

Job summary

Capital One’s Card Shared Services Learning & Knowledge team seeks a Manager, Learning Experience Design to lead a group of instructional designers and creatives. You will shape experiential, in-the-flow-of-work learning for frontline operations, using AI and modern learning science to drive measurable improvements in agent performance and customer interactions.

The role blends strategic leadership with hands-on design, coaching, and cross-functional collaboration to transform traditional

Qualifications

• Experience managing instructional design teams in an operations-, call center-, or customer service-focused environment.
• Hands-on experience integrating AI tools, automation, or emerging learning technologies into the development lifecycle.
• Proven track record of coaching direct reports in agile instructional design practices (e.g., SAM, Agile/Iterative Design) to solve complex operational challenges.
• Strong history of consulting with operational stakeholders to translate complex frontline workflows into learning solutions.

Responsibilities

• Lead and mentor a team of Instructional Designers and creative specialists.
• Drive AI and tool integration within the design and maintenance lifecycle to accelerate content delivery.
• Consult with Card Shared Services leaders and L&D peers to align learning initiatives with frontline priorities.
• Design blended, self-guided, in-the-flow-of-work learning solutions for frontline agents and leaders.
• Monitor learning metrics and frontline performance data post-implementation to refine solutions.
• Manage project portfolios, timelines, resources, and quality standards to ensure on-time delivery.

Skills

Strategic partner

AI integration

Coaching

Learning science

Data-driven decisions

Job description

Capital One’s Card Shared Services Learning & Knowledge team seeks a Manager, Learning Experience Design to lead a group of instructional designers and creatives. You will shape experiential, in-the-flow-of-work learning for frontline operations, using AI and modern learning science to drive measurable improvements in agent performance and customer interactions.

The role blends strategic leadership with hands-on design, coaching, and cross-functional collaboration to transform traditional