Learning Manager, Leadership Enablement (Hybrid)
The Learning Manager, Leadership Enablement will be responsible for a horizontal leadership development and measurement strategy across Customer Channels, through building, maintaining and enhancing programs to create a Channels Leader Learning ecosystem.
In this Individual Contributor role, you will work closely with our Leadership Enablement program leads, Instructional Design teams, Enterprise Learning, Human Resources Business Partners and other key stakeholders to ensure our leaders are empowered with the skills, tools and support they need to inspire their teams and lead them into the future.
Who we are:
We support the people who support our customers. When customers need help they reach out to a large network of super-talented agents who have to confidently handle anything that is thrown at them. We help those agents to know the best thing to say or do to help our callers and we enable our operations front line leaders to support our agents in this work.
Want more jobs like this?
Get Software Engineering jobs delivered to your inbox every week.
Why we need you:
We recognize how important it is to enable our front line operations leaders with the right support at the right time. This is a key factor in influencing agent performance and the performance of our business overall. We are investing in Leadership Enablement to care for our leaders by delivering on our strategy to continuously evolve how we connect Customer Channels leaders with the information, resources and tools they need to support and elevate operational performance across our contact center network. We need folks like you who are passionate about enabling leaders and have exceptional strategy, communication, relationship building, and project leadership practices. Our ideal candidate has a deep understanding of instructional design, learning theory and measurement.
What we value:
- Curiosity: You will seek best practices and be driven to learn about emerging tools and resources for our front line leaders.
- Collaboration: You will partner across the enterprise to balance urgency and quality and make sure front line leaders have the information, tools, resources and development opportunities they need at the time they need them.
- Kindness: Our business is always changing! You will demonstrate empathy and optimism and be a positive change agent.
- Confidence: You will deliver significant results that will influence the experience of millions of customers.
What you will learn:
- Our customers: You will learn about what our customers experience. You'll understand the relationship our agents and their leaders have to the customer experience.
- Our agents & leaders: You will learn what our agents do, how they learn, and what challenges they face. You will learn what our front line leaders need to know in order to support our agents in enabling top performance.
- Our business: You will learn about how we service customers and about our products and policies.
- Our partners: You will partner with Product, Tech, Risk, Enterprise Learning and line of business resources to deliver high quality results.
What you will do:
- Learning Program Strategy: You will develop strategies to engage leaders and meet stakeholder needs on large, complex initiatives as well as short-term, urgent issues.
- Measurement: You will use data to drive increased engagement and improve the effectiveness of leader communications, tools and development resources.
- Process: You'll build and run the processes to develop leader content and deliver materials and resources related to operations leader effectiveness.
- Adult Learning Methodology: You'll demonstrate a strong expertise in adult learning principles, behavior science, and training methodologies, with the ability to leverage data and analytics to assess program effectiveness and demonstrate ROI (return on investment).
- Leadership Empowerment: Create learning opportunities and resources that inspire and equip leaders with the tools necessary to lead with impact, fostering a growth mindset and a culture of continuous improvement
- Stakeholder Engagement: Act as a key point of contact for Leadership Enablement initiatives, ensuring that all efforts are aligned with business objectives and supported by relevant stakeholders
- Communication and Facilitation. Demonstrate excellent written and verbal communication skills across all levels of leadership, including the executive level. Deliver training content and facilitate leadership development sessions when necessary to engage and inspire leaders
- Thought Leadership: You will stay current with industry trends and best practices in leadership development to ensure our programs remain relevant and effective
Travel as needed to other company locations for team strategy sessions (potentially in Richmond, VA or McLean, VA) (approximately once per quarter for ~3 days each time). Travel requirements will be determined by business need.
Location: 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.
Basic Qualifications:
- High School Diploma, GED, or equivalent certification
- At least 2 years of strategy development experience in leadership development or communications
- At least 2 years of experience in instructional design or instructional development
- At least 2 years of experience in instructional design methodology (such as ADDIE, SAM, AGILE, etc.)
- At least 2 years of experience using Microsoft Office or Google Suite
Preferred Qualifications:
- Bachelor's Degree
- At least 4 years of strategy development experience in leadership development or communications
- At least 4 years of instructional design experience in learning theory, approaches, or methodologies
- At least 2 years of People Leadership experience
- At least 1 year of Instructional Design Training experience or Instructional Design Education
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: $126,700 - $144,600 for Learning Manager
Richmond, VA: $115,200 - $131,500 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.
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 committed to diversity and inclusion in the workplace. All qualified applicants will receive consideration for employment without regard to sex (including pregnancy, childbirth or related medical conditions), race, color, age, national origin, religion, disability, genetic information, marital status, sexual orientation, gender identity, gender reassignment, citizenship, immigration status, protected veteran status, or any other basis prohibited under applicable federal, state or local law. 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).