Manager, Project Management – Change and Enablement for 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 10/30/2026full-timeUnited StatesMid-LevelSenior💰 $138,100 - $173,400 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in change management frameworks, instructional design, and AI adoption strategies, with a strong focus on developing customized training materials and enabling campaigns for operational readiness. Proven ability to drive cross-functional alignment and manage complex projects in fast-paced environments.

Highest-signal resume keywords

Generative AI Tools UtilizationChange Management FrameworksLearning Design and Knowledge ManagementProject ManagementStakeholder Management

ATS Keywords

Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Learning DesignChange ManagementInstructional DesignMicro-Learning FormatsProject ManagementAI ApplicationsPrompt EngineeringCampaign ManagementOperational ReadinessFeedback Loop Establishment

Soft Skills

Influencing SkillsCross-Functional AlignmentAdaptabilityCommunication TechniquesLeadership Through Ambiguity

Industry Keywords

Client-Facing ConsultingStrategic Advisory RolesFrontline OperationsCall Center AgentsBack-Office SupportDigital TransformationEnterprise LearningChange EnablementGovernance ModelsOperational Results

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 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 frontline leader communications, training, and engagement activities across Learning, Knowledge, and Change Management
Equip call center and back-office team leaders with coaching toolkits and change enablement resources
Manage project scope, timelines, rollout campaigns, risks, stakeholder updates, and operational results

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 with 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 track record of driving cross-functional alignment in complex, matrixed environments
Ability to lead through ambiguity, manage competing priorities, drive initiatives to completion, and iterate rapidly based on performance metrics
No employer-sponsored immigration support available for new applicants
Preferred: 5+ years in management consulting or strategic advisory roles influencing senior leadership
Preferred: 3+ years developing change management, communication, or enablement campaigns for large-scale operations or contact centers
Preferred: 3+ years in technology adoption or digital transformation strategy creation
Preferred: Familiarity with change management frameworks such as Prosci and agile project execution methodologies
Preferred: Experience supporting or training call center agents, back-office support roles, and frontline operations leaders

Benefits

Comp & perks

Performance-based incentive compensation, which may include cash bonus(es) and/or long-term incentives (LTI)
Comprehensive, competitive, and inclusive health, financial, and other benefits supporting total well-being
Hybrid work arrangement