Senior Manager - Retail Learning and Development
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What you'll do
- Proactively consult with senior business leaders across Bank Voice, Bank Operations, and Customer Protection to diagnose performance gaps and align learning solutions to strategic business imperatives.
- Set the multi-year and near-term learning strategy and roadmap, integrating frontline associate onboarding, continuous upskilling, and enterprise AI fluency investments.
- Synthesize learning analytics and performance data into compelling executive narratives, presenting strategy and business impact to senior leadership.
- Drive the adoption of AI-enabled learning tools and adaptive pathways to accelerate delivery and provide timely support for frontline associates.
- Build credibility with cross-functional teams, leveraging enterprise L&D resources and sharing best practices to optimize capabilities across Capital One.
- Direct, coach, and mentor a team of learning professionals, building team capabilities in generative AI, prompt engineering for instructional design, and modern learning tech.
- Establish team governance, workload distribution models, and operational frameworks to empower Managers to lead their teams effectively.
- Nurture a high-performing team culture focused on continuous learning, innovation, balance, and well-being.
What they're looking for
- High School Diploma, GED, or equivalent certification
- At least 5 years of experience in Learning & Development
- At least 3 years of experience in Client-Facing Learning Consulting
- At least 3 years of experience in Learning Strategy Creation
- At least 5 years of experience in project management or program management
- At least 3 years of experience in people management
Nice to have
- 2+ years of experience in Customer-Facing Operations or Contact Center environments
- 3+ years of experience in Curriculum Design and Development
- 3+ years experience in Facilitation
Summarised by NextRaise from the employer’s description, which follows in full below.
Full description from employer
The Role
Capital One’s Retail Learning and Development team is seeking a visionary leader to join us as a Senior Learning Manager. In this role, you will lead a high-performing team responsible for end-to-end learning strategy, consultation, design, and facilitation supporting Bank Voice, Bank Operations, and Customer Protection frontline associates and their leaders.
You will elevate learning from a support function to a critical driver of business outcomes by pioneering AI integration, accelerating speed to market, and driving a culture of continuous learning innovation. You will coach a nimble, innovative team to transform static training into highly engaging, practical experiences while integrating AI practices to deliver solutions at the speed of the business.
General Responsibilities:
Strategic Consulting, AI Integration & Executive Influence
Proactively consult with senior business leaders across Bank Voice, Bank Operations, and Customer Protection to diagnose performance gaps and align learning solutions to strategic business imperatives.
Set the multi-year and near-term learning strategy and roadmap, integrating frontline associate onboarding, continuous upskilling, and enterprise AI fluency investments.
Synthesize learning analytics and performance data into compelling executive narratives, presenting strategy and business impact to senior leadership.
Drive the adoption of AI-enabled learning tools and adaptive pathways to accelerate delivery and provide timely support for frontline associates.
Build credibility with cross-functional teams, leveraging enterprise L&D resources and sharing best practices to optimize capabilities across Capital One.
People Leadership & Talent Development
Direct, coach, and mentor a team of learning professionals, building team capabilities in generative AI, prompt engineering for instructional design, and modern learning tech.
Establish team governance, workload distribution models, and operational frameworks to empower Managers to lead their teams effectively.
Nurture a high-performing team culture focused on continuous learning, innovation, balance, and well-being.
We recognize that many life paths can contribute to interest in this role. We value all experience, whether gained in a classroom or through other paths, and invite everyone who meets the qualifications to apply for this role.
Basic Qualifications
High School Diploma, GED, or equivalent certification
At least 5 years of experience in Learning & Development
At least 3 years of experience in Client-Facing Learning Consulting
At least 3 years of experience in Learning Strategy Creation
At least 5 years of experience in project management or program management
At least 3 years of experience in people management
Preferred Qualifications
2+ years of experience in Customer-Facing Operations or Contact Center environments
3+ years of experience in Curriculum Design and Development
3+ years experience in Facilitation
At this time, Capital One will not sponsor a new applicant for employment authorization for this position.
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.
McLean, VA: $163,900 - $187,100 for Sr. 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.Capital One offers a comprehensive, competitive, and inclusive set of health, financial and other benefits that support your total well-being. Learn more at the Capital One Careers website. Eligibility varies based on full or part-time status, exempt or non-exempt status, and management level.
This role is expected to accept applications for a minimum of 5 business days.No agencies please. Capital One is an equal opportunity employer (EOE, including disability/vet) committed to non-discrimination in compliance with applicable federal, state, and local laws. Capital One promotes a drug-free workplace. Capital One will consider for employment qualified applicants with a criminal history in a manner consistent with the requirements of applicable laws regarding criminal background inquiries, including, to the extent applicable, Article 23-A of the New York Correction Law; San Francisco, California Police Code Article 49, Sections 4901-4920; New York City’s Fair Chance Act; Philadelphia’s Fair Criminal Records Screening Act; and other applicable federal, state, and local laws and regulations regarding criminal background inquiries.If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation, please contact Capital One Recruiting at 1-800-304-9102 or via email at RecruitingAccommodation@capitalone.com. All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations.
For technical support or questions about Capital One's recruiting process, please send an email to Careers@capitalone.com
Capital One does not provide, endorse nor guarantee and is not liable for third-party products, services, educational tools or other information available through this site.
Capital One Financial is made up of several different entities. Please note that any position posted in Canada is for Capital One Canada, any position posted in the United Kingdom is for Capital One Europe and any position posted in the Philippines is for Capital One Philippines Service Corp. (COPSSC).
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