Senior Associate - Content Manager (Work From Home)

Capital One • Richmond, VA

1d • Remote

About The Position

Capital One Customer Operations is seeking a Senior Associate - Content Manager to join their Card Shared Services: Learning & Knowledge (L&K) team. This team is responsible for ensuring customer service agents and leaders have the necessary knowledge and skills to assist millions of customers. The L&K team comprises experts in learning, knowledge, technology, and data, dedicated to enhancing agent performance through innovative skill development and content solutions. The role is part of a significant content transformation initiative, focusing on redesigning the approach, creation, presentation, and management of agent content experiences. The ideal candidate will be enthusiastic about this transformation and eager to contribute to delivering impactful results and high-quality content experiences for agents.

Requirements

• High School Diploma, GED or equivalent certification
• At least 2 years of writing experience in content strategy, UX research, communications, or marketing
• 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 sight to every device on the network
• Internet service must be provided by Cable or Fiber Internet Service Providers (ISP)
• Hotspots and satellite services are prohibited and do not meet performance criteria required for optimal agent/customer interactions
• 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), or 19801 (Wilmington, DE), 68521 (Lincoln, NE), or 56301 (St Cloud, MN) and report in person, when required, with at least 24 hours notice.
• Do not maintain network-compatible internet access
• Live or work beyond the 100 mile radius of their dedicated location
• Live or work in the state of California.

Nice To Haves

• 3+ years of experience writing for digital products or UX research

Responsibilities

• Partner with stakeholders to understand and analyze business needs and project objectives to inform content strategies.
• Develop comprehensive strategies for agent-facing content to enable agent performance and deliver on customer servicing needs.
• Review and approve content strategies and content prior to publication.
• Use established content standards to assure consistency and quality.
• Follow governance processes and understand the downstream impacts of content solutions.
• Write simple, easy-to-understand, human-centric content to intuitively guide agents on what to say or do when helping customers.
• Understand how content is performing by leveraging data to identify and propose opportunities for improvement.
• Use call listening tools to understand current agent experience and customer perspective.
• Lead or contribute to agent focus groups to gain insight into current experiences and test proposed content solutions.
• Collaborate with business partners to assure a shared understanding of what's needed and how our content strategies and solutions will deliver on the intended value.
• Advocate for the agent experience on projects and related work that impact the content experience.

Benefits

• 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