Senior Manager, Structured Content Management (Hybrid)

Capital One • Richmond, VA

80d • $140,600 - $176,400 • Hybrid

About The Position

We're looking for an experienced Senior Manager to lead a team of content professionals in establishing and maturing our strategic structured content ecosystem, which will serve as the core blueprint for how we manage and deliver customer servicing intent. We are a team of content professionals, dedicated to delivering clear, consistent, and effortless experiences across all customer touchpoints. We drive business value by creating and managing content that serves as the foundation for enabling our servicing experiences. We're a fast-paced, collaborative team committed to innovation and operational excellence. We are responsible for the end-to-end strategy, governance, creation, management, and optimization of content that supports our customer servicing channels. We are on a transformational journey to redesign and rebuild our content ecosystem, shifting from a traditional document-centric content model to a modern, modular, and structured approach that enables omnichannel delivery, personalization, and AI assisted servicing.

Requirements

• High School Diploma, GED, or equivalent certification.
• At least 5 years of experience in content strategy, technical writing, or information architecture.
• At least 4 years of People Leadership experience.

Nice To Haves

• Bachelor's degree in Communications, Technical Writing, Information Architecture, or Library Science.
• At least 3 years of experience in designing and governing a structured content ecosystem using DITA, XML, or similar component-based content methodologies.
• At least 3 years of experience managing and leading a team of content professionals, including performance management and career development.

Responsibilities

• Lead, coach, and mentor a team of ~5-6 content specialists, fostering a culture of high performance, accountability, and continuous improvement in structured content authoring and practice.
• Define and champion the long-term vision, strategy, and roadmap for structured content management, ensuring it aligns with business goals for customer servicing intent and experience.
• Oversee the development, documentation, and implementation of structured content models, taxonomies, metadata schema, and governance frameworks.
• Partner closely with Capital One's Product and Tech teams to design, develop and optimize our structured content management system and content experiences, ensuring they effectively deliver on business goals.
• Serve as a key advocate for structured content, effectively communicating its value and impact to senior executives and cross-functional partners to secure buy-in and investment.
• Establish key performance indicators (KPIs) and metrics to monitor the health, efficiency, and business impact of the structured content ecosystem, driving data-informed decisions and optimizations.

Benefits

• Comprehensive, competitive, and inclusive set of health, financial and other benefits that support your total well-being.
• Performance based incentive compensation, which may include cash bonus(es) and/or long term incentives (LTI).

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Industry: Credit Intermediation and Related Activities
• Education Level: High school or GED