Manager, Learning Experience Design

Capital One

. Lead a team of instructional designers and creative specialists designing, developing, and optimizing learning experiences for frontline operations .

Posted 10/15/2026full-timeUnited StatesMid-LevelSenior💰 $122,100 - $153,300 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in instructional design and development, with a strong focus on integrating AI tools and automation into learning solutions. Proven ability to lead teams, manage projects, and align learning initiatives with operational KPIs in fast-paced environments.

Highest-signal resume keywords

Instructional DesignProject ManagementAI Tool IntegrationStakeholder ManagementAgile Instructional Design

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Instructional DesignProject ManagementCurriculum DevelopmentLearning Evaluation ModelsAgile/Iterative DesignData AnalysisPerformance MetricsLearning Experience DesignCoachingProblem-Solving

Soft Skills

Team LeadershipMentoringCollaborationAdaptabilityCommunication

Tools & Technologies

AI ToolsAutomation TechnologiesLearning Management SystemsData Analytics ToolsFeedback Frameworks

Certifications & Qualifications

Bachelor’s DegreeMaster’s Degree (Preferred)

Industry Keywords

Call Center OperationsCustomer ServiceFrontline OperationsLearning and DevelopmentPerformance Solutions

About the role

Key responsibilities & impact

Lead a team of instructional designers and creative specialists designing, developing, and optimizing learning experiences for frontline operations
Transform traditional learning into experiential, personalized, and in-the-flow-of-work performance solutions
Champion AI tools and automated workflows across the learning asset design and maintenance lifecycle
Manage and mentor instructional designers and creative specialists
Run team rituals that encourage experimentation, agile execution, continuous learning, and failing forward
Partner with operational leaders and L&D peers to identify performance gaps, define project scopes, and align learning initiatives with business priorities
Design blended, self-guided, and in-the-flow-of-work learning solutions for call center agents, back-office specialists, and frontline leaders
Monitor learning metrics and frontline performance data after implementation
Refine learning solutions and optimize the learning ecosystem through structured problem-solving
Manage project portfolios, timelines, resource allocation, and quality standards to ensure on-time delivery
Balance speed, learning excellence, and operational constraints
Connect learning solutions to operational KPIs such as call quality, task competence, handle time, and agent productivity

Requirements

What you’ll need

Bachelor’s Degree or military experience
At least 3 years of experience leading and managing people
At least 4 years of experience in instructional design and development
At least 3 years of experience in project management or cross-functional program management
At least 3 years of experience in stakeholder management or internal client consulting
Experience managing instructional design teams in an operations-, call center-, or customer service-focused environment
Hands-on experience or active engagement integrating AI tools, automation, or emerging learning technologies into the learning development lifecycle
Experience coaching direct reports in agile instructional design practices, such as SAM or Agile/Iterative Design
Experience consulting with operational stakeholders to translate complex frontline workflow requirements into scalable learning experiences
Skill using data, feedback, and evaluation frameworks to measure learning effectiveness against frontline operational KPIs
Ability to manage ambiguity, prioritize effectively, and deliver results in a fast-paced, highly matrixed organization
No employer-sponsored immigration support available for new applicants
Preferred: Master’s Degree in Instructional Design, Adult Education, Educational Technology, or Organizational Design
Preferred: 5+ years of experience in people management
Preferred: 6+ years of experience in instructional design, curriculum development, and learning evaluation models
Preferred: Experience supporting contact center operations, customer service agents, or back-office operational teams
Preferred: Experience using generative AI technologies to streamline content development and maintenance

Benefits

Comp & perks

Performance-based incentive compensation, which may include cash bonuses and/or long-term incentives (LTI)
Comprehensive, competitive, and inclusive health, financial, and other benefits supporting total well-being
Hybrid work arrangement
Reasonable accommodations for applicants with disabilities