Manager, Learning & Enablement Consultant for AI (Hybrid)

About the role

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.

The ideal candidate embodies the following profiles:

• 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.

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,