Job Description
Posted Date 5/07/2026 Description Manager - Knowledge Management, Learning & Knowledge (Hybrid) We are seeking an experienced Knowledge Manager to join our team. Capital One’s Card Shared Services: Learning & Knowledge (L&K) team ensures that customer service agents and their leaders have the knowledge and skills to help our agents solve problems for millions of customers. We’re a team of learning, knowledge, technology, and data experts who are passionate about enabling agent performance through innovative skill development and content solutions. It’s an exciting time to join our team. We’re on a content transformation journey – one that involves redesigning how we approach, create, present and manage agent content experiences. We need folks like you who find this exciting and want to jump in head first to deliver significant results and first-class content experiences for our agents. The ideal candidate for this role is a/an: Problem Solver: You’re an analytical problem solver that uses data and input from others to identify root cause, collaborate with others to ideate on solutions and lead implementation to drive impactful results. Communicator & Influencer: You’re an excellent communicator with both verbal and written communication skills. You effectively engage with internal and external stakeholders, including senior leadership. Organized & Result Focus: You have strong project management, organizational and time management skills. You have a track record of balancing multiple priorities simultaneously with the ability to adapt to the changing needs of the business, while meeting deadlines. Leadership: You lead by example. You are able to influence those around you while leading and guiding others. You know what it takes to bring people together to accomplish a common goal and deliver impactful results. Do-er: You try new things and sometimes fail. You like a new challenge and are effective at navigating and leading others through ambiguity. You can easily pivot when priorities change, embracing the change and are effective at leading others through change. Team Player: You enjoy working and collaborating with diverse people and seeking different points-of-view to assure the impact and value of your work and the team. You put the goals of the team in the forefront and excel at establishing trusting relationships with your peers, partners and stakeholders. This is a visible role with the ability to impact change and drive how learning and knowledge is built and consumed. Core responsibilities include: In this pivotal individual contributor role, you will be instrumental in ensuring the successful execution of key initiatives, optimizing our operational framework, and championing our strategic vision. You will work horizontally across teams, enabling seamless collaboration and efficient delivery. Project and Program Leadership: Lead the end-to-end planning, execution, and delivery of strategic projects and programs. Proactively identify and mitigate potential roadblocks, ensuring projects stay on track and achieve desired outcomes. Manage stakeholder expectations and provide regular, transparent updates on project progress. Horizontal Operating Model Support: Collaborate with cross-functional teams to refine our horizontal operating model that optimizes processes, improves communication, and enhances overall team efficiency. Identify opportunities for process improvement and standardization across different departments to foster a more cohesive and agile work environment. Strategic Initiative Leadership & Support: Partner with senior leadership to translate strategic objectives into actionable initiatives and roadmaps. Lead and/or provide critical support to strategic initiatives, from ideation and definition through execution and post-implementation review. Conduct research, analysis, and provide insights to inform strategic decision-making. Team Enablement & Leadership: Foster a culture of accountability, continuous improvement, and excellence within the team. Provide guidance, mentorship, and support to team members to enhance their skills and capabilities. Champion best practices in content strategy, project management, knowledge sharing, and inter-team collaboration 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 D