Work From Home - Principal Associate - Content Strategist, Structured Content Management

Capital One•Richmond, VA

11d•Remote

About The Position

Work From Home - Principal Associate - Content Strategist, Structured Content Management Are you looking for a challenging role that includes the convenience of working virtually at home? Then a Capital One Customer Operations role may be the role for you! To be eligible for this role, candidates must live within a 100 miles radius of one of the following zip codes ( excluding CA ) and report in person, when required, with at least 24 hours notice. 23060 (Richmond, VA) 23320 (Chesapeake, VA) 33634 (Tampa, FL) 89144 (Las Vegas, NV) 75024 (Plano, TX) 19801 (Wilmington, DE) 68521 (Lincoln, NE) 56301 (St. Cloud, MN) Who we are We’re a team of content managers who work with operations, product, tech, and design teams to deliver content experiences that help our agents solve problems for millions of customers. We are passionate about crafting the performance-enabling, human-centered digital content experiences our global network of talented agents use every day to confidently know the best thing to say or do when helping our customers. Our content solutions empower agents to handle anything that is thrown at them. Why we need you It’s an exciting time to join our team. We’re on a content transformation journey – one that involves redesigning how we research, think about, create, present and manage content. 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. What you’ll do Write As a seasoned writer, you’ll write simple, well-structured, easy-to-understand, human-centric content. Oversee and support the refactoring and migration of content to a new structured model, ensuring content is of high quality and adheres to content governance standards. Create content that is optimized for LLM consumption without sacrificing human user experience. Influence Identify opportunities to improve content and content authoring experiences helping to shape and refine solutions. Support and lead the team in adopting new content structured principles and processes. Deliver Manage multiple deliverables concurrently including delivery of content, content strategies, project plans and other project related collateral. Support the implementation of new content management technologies and practices into our existing operations model, ensuring a seamless and well-managed integration experience. Oversee content migration efforts supporting writers, reviewing content and ensuring well-managed content operations. Shape and lead initiatives to drive continuous improvement efforts related to our content and processes. Contribute to team efficiency by streamlining and creating team processes that enhance efficiency without compromising quality. Partner Collaborate with colleagues across Capital One including: Product, Tech, Servicing Strategy, Operations and others to develop and implement content and content management solutions. Work closely with other team members and leaders to ensure the thoughtful and effective integration of new content products, processes and principles for the Knowledge Management team and partner organizations. Communicate As an enabler of transformational work, you will provide transparency into your work to ensure our team, our stakeholders and our partner teams have a deep understanding of your work and the impact and value it is delivering. Qualities you’ll bring Content Practitioner. You’re a content person. You have a passion for writing clearly, and concisely and demonstrating and sharing best practices with others. Communicator. You can communicate complex ideas clearly regardless of your audience. You can effectively share your ideas to inform and influence others. Strategic Thinker . You understand the big picture and how your work contributes to the objectives of the team, organization and business. You can turn an objective into actionable work to lead and deliver key results. Innovator. You embrace new ways of thinking and working by experimenting responsibly with technologies such as AI. Do-er. You try new things and sometimes fail and learn from those failures. You like a new challenge and can be comfortable navigating ambiguity, steering around roadblocks and staying focused on your goals. You can easily pivot when priorities change, embracing the change and setting an example for others. Passionate & Customer Focused . You’re always advocating for the user’s experience and building the most intuitive content experiences possible. Learner . You crave knowledge and staying up-to-date on the skills and approaches needed to finesse your craft. You embrace a growth mindset, making a point of seeking feedback for improving your content from a user experience perspective. Team Player. You enjoy working and collaborating with diverse people and seeking different points-of-view to assure the quality of your work. You put the goals of the team in the forefront and excel at establishing trusting relationships with your peers, partners and stakeholders. Leader. Although not a direct people leader, your expertise enables you to influence those around you while leading and guiding the work of others. You know what it takes to bring people together to accomplish a common goal and deliver impactful results.

Requirements

High School Diploma, GED, or equivalent certification
At least 3 years of writing experience in content strategy, technical writing, or communications
At least 3 years of experience leading cross-functional content projects

Nice To Haves

4+ years of structured content management experience
4+ years of experience leading cross-functional content projects
2+ years of experience working with AI tools and AI-assisted content creation

Responsibilities

Write simple, well-structured, easy-to-understand, human-centric content.
Oversee and support the refactoring and migration of content to a new structured model, ensuring content is of high quality and adheres to content governance standards.
Create content that is optimized for LLM consumption without sacrificing human user experience.
Identify opportunities to improve content and content authoring experiences helping to shape and refine solutions.
Support and lead the team in adopting new content structured principles and processes.
Manage multiple deliverables concurrently including delivery of content, content strategies, project plans and other project related collateral.
Support the implementation of new content management technologies and practices into our existing operations model, ensuring a seamless and well-managed integration experience.
Oversee content migration efforts supporting writers, reviewing content and ensuring well-managed content operations.
Shape and lead initiatives to drive continuous improvement efforts related to our content and processes.
Contribute to team efficiency by streamlining and creating team processes that enhance efficiency without compromising quality.
Collaborate with colleagues across Capital One including: Product, Tech, Servicing Strategy, Operations and others to develop and implement content and content management solutions.
Work closely with other team members and leaders to ensure the thoughtful and effective integration of new content products, processes and principles for the Knowledge Management team and partner organizations.
As an enabler of transformational work, you will provide transparency into your work to ensure our team, our stakeholders and our partner teams have a deep understanding of your work and the impact and value it is delivering.