Principal Associate - Content Strategist Lead (Work From Home)

Capital One • Chesapeake, VA

1d • Hybrid

About The Position

This is a challenging virtual role at Capital One within the Customer Operations team. Candidates must reside within a 100-mile radius of specific zip codes (excluding CA) and be able to report in person with 24 hours' notice if required. The role is part of Capital One’s Card Shared Services: Learning & Knowledge (L&K) team, which is responsible for equipping customer service agents and their leaders with the necessary knowledge and skills to assist millions of customers. The L&K team comprises experts in learning, knowledge, technology, and data, all dedicated to enhancing agent performance through innovative skill development and content solutions. The team is currently undergoing a content transformation, redesigning how content is researched, conceived, created, presented, and managed, seeking individuals eager to contribute significantly to delivering first-class content experiences for agents.

Requirements

• High School Diploma, GED, or equivalent certification
• At least 3 years of writing experience in content strategy, UX writing, technical writing, communications, or marketing
• At least 2 years of people leadership experience
• Secure home office environment that is free from background noise and distractions
• Reliable private internet connection that is not supplied via cellular data or hotspot is required
• A private network that is password protected where you have ownership or line of site to every device on the network
• Internet service must be provided by Cable or Fiber Internet Service Providers (ISP)
• ISP download speeds on VPN must be at least 5Mbps, with 10+ Mbps preferred
• Candidates must live within 100 mile radius of 23060 (Richmond, VA), 23320 (Chesapeake, VA), 33634 (Tampa, FL), 89144 (Las Vegas, NV), 75024 (Plano, TX), 19801 (Wilmington, DE), 68521 (Lincoln, NE) or 56301 (St. Cloud, MN) and report in person, when required, with at least 24 hours notice.
• Maintain network-compatible internet access
• Live or work within the 100 mile radius of their dedicated location
• Do not live or work in the state of California

Nice To Haves

• 4+ years of experience writing for digital products or UX research
• 3+ years of people leadership experience managing a team of content writers

Responsibilities

• Display a passion for coaching and developing a team of content strategists through their strengths and leadership style.
• Lead and manage the flow of work from internal customers through your team to ensure on-time and efficient delivery of high-quality content solutions.
• Partner cross-functionally with project customers and stakeholders to understand strategic objectives, programs and roadmaps to prioritize projects and deliverables.
• Lead your direct reports by providing strategic direction and priorities in the development of comprehensive content strategies to deliver on requested business needs and advocating for the agent experience.
• Set expectations for the team to regularly leverage data and agent experience tools for identifying insights and trends about content performance to propose and prioritize opportunities for improvement.
• Oversee team's research initiatives for agent user testing and feedback sessions to gain insights of current experience, identify opportunities to improve experiences and to validate proposed content solutions.
• Demonstrate the ability to deliver and coach a team on how to write simple, easy-to-understand, human-centric content to influence teams on how to intuitively guide agents on what to say or do when helping customers.
• Champion and ensure all content produced by the team is clear, easy-to-understand, and written in natural language.
• Assure team's content solutions adhere to compliance requirements and content standards.
• Follow governance processes and identify downstream impacts of content solutions to mitigate risk.
• Inform project partners of standards and processes and how these apply to project timelines.
• Build relationships and collaborate with key stakeholders to understand priorities and ensure delivery of commitments.
• Demonstrate strong influencing skills to effectively drive project priority and continuous improvement across the organization.
• Mentor team members on content best practices for agent performance solutions.
• Exhibit strong communication and partnership skills which are essential for interacting and communicating with key stakeholders at all levels across the company to manage, inform and influence outcomes.
• Collaborate with other content teams and contribute to our standards, content strategy community of practice, best practices and guidelines.

Benefits

• A comprehensive, competitive, and inclusive set of health, financial and other benefits that support your total well-being.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: High school or GED