Manager, Learning & Enablement Consultant – AI

Capital One

. Create, manage, and execute a full-scale operational readiness agenda to maximize AI adoption across call center agents, back-office agents, and frontline leaders .

Posted 10/19/2026full-timeUnited StatesMid-LevelSenior💰 $122,100 - $153,300 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in AI adoption strategies, change management frameworks, and learning design tailored for operational environments. Proven ability to create and execute enablement campaigns that drive engagement and performance across diverse teams.

Highest-signal resume keywords

Generative AI Tools ExperienceChange Management FrameworksLearning Design ExpertiseStakeholder ManagementProject Management

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Learning DesignChange ManagementInstructional DesignMicro-Learning FormatsAI Applications UnderstandingPrompt Engineering ConceptsCampaign ManagementKnowledge ManagementPerformance Metrics AnalysisOperational Strategy Creation

Soft Skills

Strong Influencing SkillsCross-Functional LeadershipAbility to Lead Through AmbiguityManaging Competing PrioritiesHigh-Impact Communication Techniques

Tools & Technologies

Generative AI ToolsChange Enablement ResourcesCoaching ToolkitsFeedback Loop MechanismsLearning Management Systems

Industry Keywords

Operational ReadinessClient-Facing ConsultingFrontline OperationsCall Center SupportDigital Transformation

About the role

Key responsibilities & impact

Create, manage, and execute a full-scale operational readiness agenda to maximize AI adoption across call center agents, back-office agents, and frontline leaders
Design and develop end-to-end enablement campaigns with customized training materials, change communications, and reinforcement tools
Provide ongoing learning and change consultation and refine strategies based on audience needs, stakeholder expectations, and operational realities
Partner with Accountable Executives, HR leaders, and Card Operations Chief of Staff teams to align AI enablement with business OKRs and governance models
Liaise with enterprise learning and change leads and external partners to bring emerging best practices to Card Operations
Scale and reuse enterprise content while customizing methodologies for Card Operations workflows and compliance guidelines
Create and maintain a readiness measurement strategy with the AI in Ops Tiger Team and Community of Practice lead
Establish feedback loops using associate feedback and tool telemetry to adapt training, change, and communication strategies
Coordinate Learning, Knowledge, and Change Management alignment across frontline leader communications, training, and engagement activities
Equip call center and back-office team leaders with coaching toolkits and change enablement resources for AI adoption

Requirements

What you’ll need

Bachelor’s Degree or military experience
At least 3 years of experience in client-facing consulting or internal strategic advisory roles
At least 2 years of experience in learning design, knowledge management, or change management
At least 1 year of hands-on experience utilizing or enabling Generative AI tools and technologies
At least 1 year of experience in project, program, or campaign management
At least 1 year of experience in learning and change strategy creation
Active user of Generative AI tools
Strong understanding of AI applications, prompt engineering concepts, and tech-centric learning workflows
Deep familiarity with frontline operations, including call center agents, back-office support agents, and operational team leaders
Proven capability in adult learning principles, instructional design, and micro-learning formats delivered in the flow of work
Expert-level mastery of change management frameworks, stakeholder management, and high-impact multi-channel communication techniques
Strong influencing skills and proven cross-functional leadership in complex, matrixed environments
Ability to lead through ambiguity, manage competing priorities, drive initiatives to completion, and iterate based on performance metrics
Preferred: 5+ years of management consulting or strategic advisory experience influencing senior leadership
Preferred: 3+ years developing change management, communication, or enablement campaigns for large-scale operations or contact centers
Preferred: 3+ years creating strategies for technology adoption or digital transformation
Familiarity with change management frameworks such as Prosci and agile project execution methodologies
Experience supporting or training call center agents, back-office support roles, and frontline operations leaders
Capital One will not sponsor a new applicant for employment authorization or provide immigration-related support for this position

Benefits

Comp & perks

Performance-based incentive compensation, which may include cash bonuses and/or long-term incentives (LTI)
Comprehensive health, financial, and other benefits supporting total well-being
Reasonable accommodations for applicants who require them