Principal Associate, CMS Operations and Support Specialist- CDX

Capital One•Richmond, VA

22d

About The Position

This role is within Capital One’s Consumer & Developer Experience (CDX) organization, on the Platform Administration & Governance team. CDX is responsible for Capital One’s digital customer experiences, including its award winning mobile app, its online presence, and Enterprise-grade products and platforms used across all lines of business. Our team is responsible for administering and governing these platforms, and advising on the large-scale transformation of our content supply chain to unlock highly personalized, intelligent experiences for millions of current and prospective customers. The Platform Administration & Governance Team is seeking an experienced, detail-oriented platform administrator with experience managing content management systems to join Capital One as our CMS Operations and Support Specialist. As the CMS Operations and Support Specialist, you will be the frontline champion for our proprietary Content-as-a-Service (CaaS) platform, and its users, within our Foundry ecosystem. You will be the guardian of our platform’s operational hygiene and a critical force multiplier for Foundry’s product and engineering teams. You will own CaaS Tier 1 support, offloading critical operational tasks from our engineering team and leadership. You will manage incoming requests, keep our Jira and sprint boards immaculate, and ensure our support data is accurate and actionable.

Requirements

Bachelor's Degree or Military experience
At least 4 years of experience managing user access controls or account permissions
At least 2 years of experience administering enterprise content management systems

Nice To Haves

5+ years of platform management or CMS operations experience
5+ years experience in a marketing role
5+ years of experience in financial services, or another highly regulated industry
2+ years of experience evaluating or implementing GenAI, automation, or new technology integrations within a marketing ecosystem

Responsibilities

Own our Foundry Support Slack channel, managing an average of 30–50 Tier 1 requests per week (answering "how-to" questions, helping clients get access to the CaaS platform via AllAccess, performing basic tasks like clearing caches, and guiding users through documentation).
Smoothly transition complex issues to Tier 2 Jira tickets. Guide clients through the intake form process and ensure all necessary context and data are gathered upfront so engineers can dive straight into working on tickets without back-and-forth communication.
Lead the daily support check-ins, triage Tier 2 Jira tickets, and update the Confluence project board. You will actively represent the customer's voice during prioritization meetings.
Manage and approve user access requests
Support the rollout of our redesigned onboarding process, managing intake reviews, assisting with domain provisioning, and rigorously tracking SLAs
Actively monitor for duplicate or "ghost" domains and inactive users
Own backlog grooming, board maintenance, and the opening/closing of sprints
Maintain our Slack and KPI dashboards. Monitor performance metrics and proactively alert the team if SLAs are at risk of being missed.
Monitor the in-platform feedback widget, triaging submissions and tagging key themes to feed into our Net Promoter Score (NPS) and Voice of the Customer (VoC) pipelines
Draft and distribute the Foundry newsletter, release notes, and regular system status updates.
Maintain and update our self-service documentation, decision-tree guides, and chatbot datasets.
Coordinate the scheduling and materials for team webinars and training sessions.