Senior Associate - Content Manager; Work From Home

Senior Associate
- Content Manager (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 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)

Capital One's Card Shared Services:
Learning & Knowledge (L&K) team ensures that customer service agents and their leaders have the knowledge and skills to help our agents solve problems for millions of customers. We're a team of learning, knowledge, technology, and data experts who are passionate about enabling agent performance through innovative skill development and content solutions.

It's an exciting time to join our team. We're on a content transformation journey – one that involves redesigning how we approach, create, present and manage agent content experiences. 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 for our agents. The ideal candidate for this role is a/an:

• Communicator & Influencer You can communicate complex ideas in a clear and transparent manner regardless of your audience.
• Do-er
  - You try new things and sometimes fail. You like a new challenge and can be comfortable navigating ambiguity, steering around roadblocks and staying focused on your goals.
• Go With the Flow
  - Our work is evolving at the speed of business. You have a knack for adapting to change, taking it in stride when we need to pivot to align with our stakeholders' needs.
• Passionate & Customer Focused
  - You're always advocating for the agent experience and enabling the most intuitive content experiences possible.
• Learner
  - You are passionate about knowledge content and stay up-to-date on the skills needed to finesse your craft. You embrace a growth mindset and seek out 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.

This is a visible role with the ability to impact change and drive how learning and knowledge is built and consumed.

Core responsibilities include:

• Partner and Strategize
• 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.
• Quality and Governance
• 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
• Write simple, easy-to-understand, human-centric content to intuitively guide agents on what to say or do when helping customers.
• Research
• 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.
• Connect and Contribute
• 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.

Basic Qualifications:

• High School Diploma, GED or equivalent certification
• At least 2 years of writing experience in content strategy, UX research, communications, or marketing

Preferred Qualifications:

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

Work…