Workforce Capability Lead

The Workforce Capability Lead will drive strategic learning and performance initiatives that strengthen frontline employee readiness and improve customer experiences in a rapidly evolving, AI-supported environment. This role combines performance consulting, program management, learning design, and organizational enablement to translate complex business needs into scalable, measurable solutions. You will partner with cross-functional teams to identify performance gaps, develop targeted learning experiences, and connect training with coaching, knowledge resources, and on-the-job support. Using data, employee feedback, and quality insights, you will evaluate effectiveness and continuously improve workforce capabilities. You will manage multiple high-impact programs, influence stakeholders across the organization, and communicate progress and recommendations to senior leaders. This is an opportunity to shape innovative enablement strategies while helping frontline teams and leaders deliver more consistent, effective, and customer-focused outcomes.

Accountabilities:

Workforce Capability Strategy: Lead a portfolio of cross-functional enablement programs designed to improve frontline employee readiness, performance, and leadership effectiveness. Translate business priorities into scalable strategies that connect learning, practice, coaching, knowledge management, communications, and ongoing reinforcement.
Performance Needs Assessment: Diagnose complex and partially defined performance challenges by analyzing business objectives, operational metrics, quality trends, workflows, knowledge gaps, and employee feedback. Develop clear problem statements, identify root causes, and recommend the most effective combination of learning and non-learning interventions.
Learning Experience Design: Design and develop engaging, accessible, and scalable learning experiences using e-learning authoring platforms and AI-enabled tools. Create solutions tailored to frontline customer-facing employees and people leaders, incorporating adult learning principles and practical application.
Program and Portfolio Management: Oversee multiple initiatives across learning delivery, guided practice, performance support, communications, adoption, sustainment, and measurement. Establish priorities, define program scope, manage timelines and dependencies, and maintain clear documentation to ensure consistent execution.
Cross-Functional Stakeholder Management: Partner with Operations, Product, Quality Intelligence, Knowledge Strategy, Talent, and Data Analytics teams to align objectives, responsibilities, resources, and delivery expectations. Influence stakeholders without formal authority and facilitate decisions across competing priorities.
Facilitation and Delivery: Facilitate high-priority learning experiences and coordinate subject-matter experts or distributed facilitators when appropriate. Select delivery methods based on audience needs, program objectives, operational constraints, and expected outcomes.
Measurement and Continuous Improvement: Define measurable performance outcomes and evaluate program effectiveness using quantitative and qualitative evidence. Monitor adoption, readiness, learning impact, and operational performance to identify opportunities for improvement and demonstrate business value.
Enablement Architecture: Contribute to the development of integrated workforce enablement systems that connect learning, coaching, knowledge resources, workflows, communications, and reinforcement. Identify ineffective practices, redesign existing solutions, and introduce new approaches that improve performance at scale.
Leadership Communication: Provide clear, proactive updates to frontline partners and senior leaders on program progress, risks, dependencies, tradeoffs, results, and recommendations. Translate complex information into concise narratives and actionable plans.
Innovation and AI Adoption: Apply AI-powered tools and emerging technologies to improve learning design, content development, collaboration, and workforce enablement. Experiment with creative approaches while maintaining alignment with program objectives and established priorities.
Requirements:
Professional Experience: At least five years of relevant experience in workforce enablement, learning and development, program management, performance consulting, or a comparable field.
End-to-End Program Development: Demonstrated experience designing and managing comprehensive enablement programs spanning discovery, solution design, delivery, implementation, sustainment, and impact measurement.
Performance Consulting and Analytics: Proven ability to use quantitative and qualitative data to diagnose performance challenges, identify root causes, define success measures, and evaluate the effectiveness of learning and enablement initiatives.
Learning Design Expertise: Strong knowledge of adult learning principles, capability development, behavior change, coaching, change management, and performance-support methodologies. Ability to determine when training is appropriate and when alternative interventions will deliver better results.
Scalable Solution Development: Experience designing and implementing learning and performance solutions for frontline customer-facing teams and people leaders in complex operational environments.
Technology and AI Tools: Demonstrated experience using learning, content development, analytics, collaboration, and AI-enabled tools to create scalable workforce solutions. Relevant platforms may include Docebo, Articulate 360, Jira, Highspot, Google Workspace, and Replit.
Program Management: Strong organizational skills and the ability to manage a broad portfolio of initiatives, prioritize competing demands, coordinate dependencies, and maintain disciplined execution in a fast-changing environment.
Stakeholder Influence: Excellent stakeholder management and facilitation skills, with the ability to build trusted partnerships, navigate competing priorities, influence without formal authority, and drive alignment across multiple teams.
Communication and Executive Storytelling: Exceptional written and verbal communication skills, including the ability to synthesize complex information into concise, compelling narratives, actionable recommendations, and executive-ready presentations.
Adaptability and Problem-Solving: A creative, analytical, and outcome-oriented mindset, with the ability to work through ambiguity, respond to urgent operational needs, test new approaches, and adapt solutions based on evidence.
Execution and Accountability: Strong follow-through, documentation, transparency, and decision-making skills. Comfortable balancing strategic thinking with hands-on program delivery and keeping stakeholders informed of progress and risks.
Benefits:
Competitive Compensation: Annual base salary varies by geographic location:
$93,900–$150,100 in California, Connecticut, Maryland, Massachusetts, New Jersey, New York, Washington state, and Washington, D.C.
$89,200–$142,600 in Colorado, Hawaii, Illinois, Maine, Minnesota, Nevada, Ohio, Rhode Island, Vermont, and Virginia.
Compensation for other U.S. locations may differ. Actual offers depend on factors such as experience, performance, and location.
Equity Awards: Eligibility for equity awards in addition to base salary, with awards determined by relevant factors including experience, performance, and location.
Fully Remote Work: Remote, full-time position for eligible U.S.-based candidates, with flexibility to work from an approved location within the United States. Certain geographic restrictions may apply.
Flexible Work Environment: A distributed working model built around trust, collaboration, clear systems, and the flexibility to work where you are most productive.
Career Development: Opportunities to lead high-impact enablement initiatives, explore AI-powered learning solutions, and influence workforce development strategies.
Collaborative Culture: Work with cross-functional partners across operations, product, analytics, quality, and talent in an environment focused on innovation and continuous improvement.
Inclusive Workplace: Commitment to equal employment opportunities and a diverse, inclusive work environment.
Accessibility and Accommodations: Reasonable accommodations are available for qualified candidates with disabilities or other accessibility needs throughout the application and interview process.