Manager - Strategic Learning & Knowledge Consultant (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 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 a Learning & Knowledge Consultant. Our optimal candidate can seamlessly translate strategic business objectives and intent into impactful learning and knowledge solutions and learner-centered experiences. Whether your background is in business, program/product management, or learning strategy, your ability to build alignment and drive progress will be critical.

If you are energized by creative problem solving, creating transformational learning, building strong relationships, and managing through complexity to deliver business impact—this role is for you.

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, Ops 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 manage the full life-cycle of learning requests to enhance impact. Balance demand with capacity using data-driven decision frameworks.
• Identify breakdowns across workflows and ensure learning solutions are embedded within operational processes.
• Thrive in matrixed environments. Collaborate with business partners to achieve a broader strategy and ensure solutions are aligned to true performance drivers.
• Cultivate strong stakeholder relationships, acting as a trusted advisor to foster collaboration. Understand business operations thoroughly and 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. Assess intake and 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.
• Ability to apply expertise in adult learning to shape learning strategy and products.

Qualifications

Basic 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.

Schedule

This role is hybrid, where you will be expected to spend 3 days per week working in office and the remainder of the week working virtually.

Pay

The minimum and maximum full-time annual salaries for this role are listed below, by location. Please note that this salary information is solely for candidates hired to perform work within one of these locations, and refers to the amount Capital One is willing to pay at the time of this posting. Salaries for part-time roles will be prorated based upon the agreed-upon number of hours to be regularly worked.

• Chicago, IL: $122,100 - $139,400 for Learning Manager
• McLean, VA: $134,400 - $153,300 for Learning Manager
• Plano, TX: $122,100 - $139,400 for Learning Manager
• Richmond, VA: $122,100 - $139,400 for Learning Manager

Candidates hired to work in other locations will be subject to the pay range associated with that location, and the actual annualized salary amount offered to any candidate at the time of hire will be reflected solely in the candidate’s offer letter.

This role is also eligible to earn performance-based incentive compensation, which may include cash bonus(es) and/or long-term incentives (LTI). Incentives could be discretionary or non-discretionary depending on the plan.

Benefits

Capital One offers a comprehensive, competitive, and inclusive set of health, financial, and other benefits that support your total well-being. Eligibility varies based on full or part-time status, exempt or non-exempt status, and management level.