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Senior Manager - Learning & Knowledge Measurement & Technology Project Manager

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Capital One

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Location:
United States , McLean ▼

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Category:
IT - Administration

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Contract Type:
Not provided

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Salary:

161500.00 - 202800.00 USD / Year
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Job Description:

The Senior Manager is a strategic leader responsible for redefining how we quantify the impact of learning and knowledge. In this high-impact role, you will be responsible for the end-to-end measurement strategy—connecting learning interventions and knowledge consumption directly to business outcomes like NPS, Resolution Rate, and Handle Time. Additionally, you will own the learning technology roadmap, identifying and implementing the next generation of tools (AI-driven coaching, systems training interfaces, and Knowledge Management systems) that will enable us to deliver expert-level service at scale.

Job Responsibility:

  • Develop and execute a comprehensive measurement framework to evaluate the effectiveness of learning programs and knowledge base health
  • Define and lead the multi-year learning technology strategy
  • Build and oversee a robust reporting ecosystem that provides real-time visibility into agent knowledge gaps and the ROI of training initiatives
  • Partner closely with strategy and operations leaders, workforce management, and product teams to align learning technology investments with business goals
  • Provide strategic leadership and creative vision for the function
  • Establish and monitor key learning performance metrics to measure and enhance business impact

Requirements:

  • High School Diploma, GED, or equivalent certification
  • At least 5 years of experience in learning technology
  • At least 5 years of experience in project management or program management
  • At least 5 years of experience in client consulting
  • At least 3 years of experience in people leadership

Nice to have:

  • Bachelor’s Degree in Learning and Development, Learning or Educational Technology or Data Analytics
  • 6+ years of experience in project management or program management
  • 3+ years of experience support learning or knowledge in a large-scale, global operations or call-center environment
  • 6+ years of experience in client consulting
  • 4+ years of experience in people leadership
What we offer:
  • performance based incentive compensation (cash bonus(es) and/or long term incentives)
  • comprehensive, competitive, and inclusive set of health, financial and other benefits

Additional Information:

Job Posted:
March 20, 2026

Employment Type:
Fulltime
Work Type:
Hybrid work
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