Senior Associate, Senior Communications Associate; Work From Home

Senior Associate, Senior Communications Associate (Work From Home)

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)
• 19801 (Wilmington, DE)
• 85029 (Phoenix, AZ)
• 84120 (Lake Park, UT)
• 43213 (Whitehall, OH)

Our Change Management & Communications Team supports the people who support our customers. When customers need help they reach out to a large network of super-talented agents who have to confidently handle anything that is thrown  help those agents to know the best thing to say or do to help our callers and we enable our operations front line leaders to support our agents in this work.

We recognize how important having the right information at the right time is in influencing agent performance. You will use your communications expertise to inform, support, provide resources and drive engagement. We need folks like you who are passionate about having exceptional communication practices and who find being critical to the successful delivery of urgent information thrilling!

• Curiosity:
  You will seek best practices and be driven to learn about emerging communication tools.
• Collaboration:
  
  You will partner across the enterprise to balance urgency and quality and make sure leaders and agents have the information they need at the time they need it.
• Kindness:
  Change can be challenging. Leading through change is a critical skill. You will demonstrate empathy and optimism and be a positive change agent.
• Confidence:
  You will deliver significant results that will support thousands of associates across our Channels organization.

Our customers:
You will learn about what our customers experience. You’ll know what our agents and agent leaders need to know and when they need to know it.

Our agents and leaders:
You will learn what our agents do, how they learn, and what challenges they face.

Our business:
You will learn about how we service customers and about our products and policies.

Our partners:
You will partner with Product, Tech, Risk, and line of business resources and learn how to support them and deliver high quality results.

Communications Strategy & Implementation: You will develop and execute communication strategies that support large, complex initiatives and urgent business needs, translating priorities into clear, engaging content and coordinated communication plans across a variety of formats and channels.

Subject Matter Expertise: You will act as a subject matter expert for communications initiatives and work with various partners to understand performance support needs and make recommendations for support.

Storytelling: You will utilize your expertise in storytelling by telling a comprehensive and compelling story through verbal and written communication.

Experience Design: You will partner to develop the tools and processes that will best meet our agent and business’s needs.

Process: You will contribute to the processes established to develop agent messaging and deliver communication materials.

Measurement: You will monitor, track and report on content performance, as well as analyze content and campaigns to translate anecdotal or qualitative data into recommendations and plans for improvements.

• Ability to manage multiple projects simultaneously
• Ability to build relationships with various stakeholders and partners
• Ability to work collaboratively in a fast-paced environment
• Ability to adapt and flex to changing priorities
• Ability to learn quickly and translate complex concepts and materials to meet audience needs
• Ability to work both independently and as part of a team
• Excellent written, verbal and visual communication skills
• Excellent organizational skills and attention to detail
• Strong technical and creative writing skills
• Ability to adapt and…