Manager, Global Performance Enablement & Delivery (Hybrid)
Capital One’s Card Learning & Knowledge organization is seeking a strategic, high-impact Manager to lead the operational infrastructure and performance strategy for our Global Partner enablement. In this role, you will lead a team responsible for building a deeper relationship between Capital One and our Global Partner supplier network, ensuring a consultative, solution oriented approach to learning delivery. It’s a top priority to drive a consistent, operationally rigorous, and aligned strategy for the partners we support.
As a leader within Global Performance Enablement (GPE), you will oversee the learning and knowledge relationship for multiple Global Service Providers across approximately several different sites and countries. You will translate complex business data and industry best practices into a scalable learner journey, driving "Best-in-Class" performance across Voice and Non-voice workforces.
The Ideal Candidate is a/an:
- Strategic Systems Architect: You don't just execute processes; you design the "front door" stakeholder experiences and interaction models that optimize how Learning and Operations teams collaborate globally.
- Performance & Metrics: Utilizes comprehensive data analysis and standardized reporting frameworks to monitor business health. Responsible for identifying performance gaps, root-cause analysis, and implementing structured strategic action plans to restore target performance levels.
- Consultation: You are a leader and influencer who leverages a sophisticated consulting toolkit to provide up to senior leadership-level thought partnership to internal learning partners and external stakeholders.
- Risk & Governance: Fosters a culture of operational excellence and risk mitigation across global learning and consulting functions. Establishes and enforces strategic, scalable standards to protect and uphold Learning & Knowledge brand reputation across multiple lines of business.
Key Responsibilities:
- Global Supplier Governance: Leads the global strategy for learning consultation, overseeing initial and annual supplier facilitation quality as well as targeted site observations to ensure vendor support consistently meets global performance and quality benchmarks.
- Performance Metrics & Scorecards: Oversees the design and maintenance of standardized supplier performance learning frameworks; strategically weights key operational, efficiency, customer satisfaction, performance metrics, and regulatory compliance metrics to ensure objective partner evaluations.
- Strategic Relationship Management: Serves as the primary operational and learning liaison between internal stakeholders and external vendors, facilitating high-level leadership alignment and presiding over Weekly and Monthly Business Reviews..
- Cross-Functional Optimization: Partners with Workforce Management and Strategy teams to optimize performance across diverse business segments, including core customer care, risk/fraud operations, and specialized support lines.
- Change Management & Innovation: Drives large-scale operational initiatives, including global content rollouts, organizational rebranding, and the piloting/adoption of new enterprise technology tools and software.
- Workforce & Retention Strategy: Analyzes supplier attrition trends and operational drivers to proactively optimize supplier needs from the onset of the learning journey through production and determine strategic solutioning
- A "Virtual-First" Governance Ecosystem: Scaling support across 9 time zones by building an enhanced virtual presence. This includes leveraging advanced collaboration tools, digital observation frameworks, and real-time communication channels to maintain rigorous compliance and continuous partner engagement without requiring a constant physical footprint.
- Hybrid Delivery Excellence: Seamlessly blending physical and digital oversight so that global suppliers feel deeply supported, aligned with organizational culture, and strictly accountable to performance bars regardless of geographic distance.
Skills & Competencies Needed to Be Successful:
- Systems Thinking: Ability to seek horizontal alignment across Shared Services to identify synergies and efficiencies while mitigating systemic risks.
- Strategic Consultation: Utilizes data-driven insights to guide business initiatives and improve performance. Building strong, evidence-based business cases to support strategic recommendations and ensure alignment with organizational goals.
- Instructional & Facilitation Acumen: Deep understanding of learning sciences (ADDIE, SAM, or AGILE) to ensure third-party delivery remains effective and pedagogically sound.
- Executive Storytelling: Proficiency in using data visualization to simplify complex performance metrics for senior leadership consumption.
- Global Cultural Competence: Ability to navigate varying cultural consumer behaviors, banking regulations, and technology use across diverse geographic regions.
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:
- At least 5 years of experience in learning facilitation, instructional design, or L&D operations.
- At least 4 years of experience in supplier, vendor, or third-party relationship management within a global or multi-timezone environment.
- At least 3 years of experience leading cross-functional teams or managing vendor performance in a professional environment.
- At least 3 years of experience in project management, change management, or operational infrastructure development.
- At least 2 years of experience analyzing operational performance metrics to drive strategic decisions (efficiency, quality, and compliance indicators)
Preferred Qualifications:
- Bachelor’s Degree
- 7+ years of experience in global Learning and Development, Quality Assurance, or Vendor Operations.
- 5+ years of experience in the financial services, fintech, or technology industry.
- Proficiency with data analytics and visualization tools (Tableau, Snowflake) and advanced Google Suite or Microsoft Office applications.
- Proven experience managing large-scale, international training operations and governance frameworks within a Business Process Outsourcing (BPO) model.
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: $134,400 - $153,300 for Learning ManagerRichmond, VA: $122,100 - $139,400 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 (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
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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).
