Manager - Strategic Learning & Knowledge Consultant (Hybrid)

About the role

The Learning & Knowledge (L&K) team at Capital One’s Card Shared Services 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 are a team of learning, knowledge, technology, and data experts passionate about enabling agent performance through innovative skill development and content solutions.

Responsibilities

• Anticipate future learning needs by staying current with design trends, thinking and solving problems systemically, balancing long-term vision with execution rigor, and bringing structure to ambiguity while managing competing priorities.
• Partner with Intent Owners, Operations leaders, and key business stakeholders to co-create the annual strategic learning & knowledge agenda and ensure seamless integration and execution across business and learning initiatives.
• Apply iteration, experimentation, and feedback to improve solutions. Manage project scope, timelines, and budget, identifying and mitigating risks or escalating as necessary. Leverage learning needs analysis, prioritization, and managing the full life-cycle of learning requests to enhance impact.
• Balances demand with capacity using data-driven decision-making frameworks. Identifies breakdowns across workflows and ensures learning solutions are embedded within operational processes.
• Thrive in matrixed environments. Collaborate with business partners to achieve a broader strategy. Ensure solutions are aligned to true performance drivers.
• Cultivate strong stakeholder relationships, acting as a trusted advisor to foster collaboration. Understand and know thoroughly the business operations and be able to proactively influence learning and knowledge solutions to drive performance.
• Diagnose business problems using consulting frameworks (root cause analysis) to determine whether learning, process, tooling, or organizational interventions are required. Use data and insights to drive decisions and continuous improvement. Define success metrics upfront aligned to business KPIs to ensure learning and knowledge solutions deliver desired outcomes. Conduct learning needs analysis to determine if and what learning and knowledge solutions can drive business intent.
• Communicate with clarity and influence to senior and technical audiences. Collaborate on learner communications and external storytelling, sharing insights and outcomes of Learning and knowledge solutions.

Requirements

• Experience educating, onboarding, or supporting operations roles.
• Experience partnering with key stakeholders to identify strategic opportunities and define new initiatives for business impact.
• Ability to communicate effectively both written and verbally, with the ability to influence stakeholders at all levels.
• Ability to manage ambiguity, lead through change, and deliver in a matrixed environment.
• High level of initiative, ownership, business acumen, and a customer-centric mindset.
• Demonstrated success collaborating with other Learning & Knowledge professionals to drive efficiencies and share best practices.
• Expertise in adult learning to shape learning strategy and products.

Qualifications

• High School Diploma, GED, or equivalent certification.
• At least 3 years of experience in client-facing consulting.
• At least 2 years of experience in learning or knowledge management.
• At least 1 year of experience in project management.
• At least 1 year of experience in learning and knowledge strategy.

Preferred Qualifications

• Bachelor's degree.
• At least 5 years of experience advising and influencing leadership.
• At least 5 years of management consulting experience.
• At least 3 years of experience in strategy.
• At least 3 years of experience in change management.

Pay

Salaries for this role vary by location and are listed below:

• Chicago, IL: $122,100 - $139,400
• Mclean, VA: $134,400 - $153,300
• Plano, TX: $122,100 - $139,400
• Richmond, VA: $122,100 - $139,400

Schedule

This role is hybrid, requiring 3 days per week in the office and the remaining 2 days working remotely.