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Capital One
Capital One
H1B Visa SponsorBankingFinanceFintech
Capital One is a financial services and fintech company offering credit cards, auto loans, banking, and savings products. Its work combines financial expertise with technology and digital tools to improve how customers manage money. The company’s careers focus includes building customer-oriented solutions within a diverse and inclusive workforce.
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Manager, AI Learning and Enablement Consultant — Capital One

Lead learning and change efforts to help Capital One’s customer service teams adopt generative AI. Develop training, communications, measurement plans, and leader resources for AI readiness.

USUnited StatesILIllinoisTXTexasVAVirginia
$122,100 – $153,300 / year
HybridFull-timeMiddleSeniorEnglish RequiredArtificial Intelligence

Description

  • Build and run an operational readiness program to expand AI adoption among call center and back-office agents and frontline leaders.
  • Create end-to-end enablement campaigns with tailored training, change communications, and reinforcement resources.
  • Advise on learning and change, adjusting strategies to audience needs, stakeholder expectations, and operational conditions.
  • Work with accountable executives, HR leaders, and Card Operations chiefs of staff to align AI enablement with business objectives and governance.
  • Coordinate with enterprise learning and change leads and external partners to bring current practices to Card Operations.
  • Reuse enterprise content and adapt methods to Card Operations workflows and compliance requirements.
  • Develop and maintain readiness measures with the AI in Ops Tiger Team and Community of Practice lead.
  • Use associate feedback and tool activity data to refine training, change, and communication approaches.
  • Align learning, knowledge, and change management across frontline communications, training, and engagement.
  • Provide call center and back-office leaders with coaching tools and resources to support AI adoption.

Requirements

  • Bachelor’s degree or military experience.
  • At least 3 years of client-facing consulting or internal strategic advisory experience.
  • At least 2 years of experience in learning design, knowledge management, or change management.
  • At least 1 year of hands-on experience using or enabling generative AI tools and technologies.
  • At least 1 year of project, program, or campaign management experience.
  • At least 1 year of experience developing learning and change strategies.
  • Regular use of generative AI tools.
  • Strong understanding of AI applications, prompt engineering concepts, and technology-focused learning workflows.
  • Extensive familiarity with frontline operations, including call center agents, back-office support agents, and operations team leaders.
  • Demonstrated knowledge of adult learning principles, instructional design, and microlearning delivered in the flow of work.
  • Advanced command of change management frameworks, stakeholder management, and effective multichannel communications.
  • Strong influencing skills and demonstrated cross-functional leadership in complex, matrixed environments.
  • Ability to navigate ambiguity, manage competing priorities, complete initiatives, and adapt based on performance measures.
  • Preferred: 5 or more years of management consulting or strategic advisory experience influencing senior leaders.
  • Preferred: 3 or more years developing change management, communications, or enablement campaigns for large-scale operations or contact centers.
  • Preferred: 3 or more years developing technology adoption or digital transformation strategies.
  • Familiarity with change frameworks such as Prosci and agile project delivery methods.
  • Experience supporting or training call center agents, back-office support staff, and frontline operations leaders.
  • Capital One does not sponsor new applicants for employment authorization or provide immigration-related support for this position.

Benefits

  • Performance-based incentive compensation, potentially including cash bonuses and/or long-term incentives.
  • Health, financial, and other benefits intended to support overall well-being.
  • Reasonable accommodations are available for applicants who need them.

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