Learning Manager, Instructional Design (Hybrid)

West Creek 8 (12080), United States of America, Richmond, Virginia

Learning Manager, Instructional Design (Hybrid)

The Learning Manager, Instructional Design will be responsible for leading a team of instructional designers creating engaging training for our Capital One call center agents. This leader will inspire and encourage the team to experiment and try new things in the learning world, creating self-guided learning experiences, microlearning, and executing on a strategy to reinvent the way we train. 

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.  

Why we need you: We recognize how important having the right preparation and training at the right time is in influencing agent performance.  We are elevating our instructional design and performance consulting and building out a team to re-imagine our training practices, processes, and tools.  We need a leader who is passionate about exceptional learning & development practices and who can guide the team, inspire innovation, and clear barriers to allow them to do their best work.  

What we value: 

• Curiosity: You will seek best practices and be driven to learn about emerging learning & development techniques and tools. You aren't afraid to ask why and offer new viewpoints.

• Collaboration: You will partner across the enterprise to balance urgency and quality and make sure agents are well prepared for performing in their job and supporting our customers. 

• Kindness: Change is hard.  You will demonstrate empathy and optimism.

• Confidence: You will deliver significant results that will influence the experience of millions of customers.

What you will do:

• Drive connection and alignment to organizational goals and strategy via qualitative needs analysis, define how the strategy propels the business, and drives buy-in from leadership.  

• Analyze and identify associate trends, via internal/external research, strong pulse and awareness of current state offerings. 

• Set strategy and pitching recommendations at the Line of Business level leveraging above tasks, in line with long term vision and bigger holistic Learning & Development picture. 

• Measure effectiveness of learning outcomes at the Line of Business level (L3/L4), has robust 30/60/90-day tracking with improvement suggestions over time for the customer. 

• Manage team resource capacity, provides clear prioritization of requests for the team, manages the associates' learning capacity holistically. 

• Establish and maintain relationships with business partners and stakeholders, seen as a trusted advisor and coach, comfortable presenting up to VP/HRCs, ability to speak with MVP as well, ability to leverage relationships in challenging times. 

Behaviors you should demonstrate: 

• Customer Focus- active listening, empathetic, open minded, ability to ask open ended strategic questions

• Results Focus- ability to say no when not the right solution, educate internal clients on root cause findings, has foresight for the business beyond current outcomes

• Strong Communication- ability to ask difficult questions, facilitate a robust discussion while navigating the room and audience, data backed storytelling

• Thinking big picture- connecting the dots on vision and strategy across the organization, comfortable making recommendations while leveraging findings 

Travel as needed to other company locations for team strategy sessions in Richmond, VA or McLean, VA (roughly 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 about half of your working time in office and half working virtually. 

 

 Basic Qualifications:

• High School Diploma, GED, or equivalent certification

• At least 3 years of experience in instructional design or instructional development 

• At least 3 years of people leadership experience 

• At least 2 years of experience using Microsoft Office or Google Suite 

• At least 2 years of experience in instructional design methodology (such as ADDIE, SAM, AGILE, etc.)

Preferred Qualifications:

• Bachelor’s degree

• At least 5 years of people leadership experience managing a group of learning professionals 

• At least 5 years of experience in inst