Principal Associate - Content Strategist Lead (Work From Home)

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).

About the role

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 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 for our agents.

Responsibilities

• Leadership
  • Display a passion for coaching and developing a team of content strategists through their strengths and leadership style.
  • Lead and manage the flow of work from internal customers through your team to ensure on-time and efficient delivery of high-quality content solutions.
• Partner and Strategize
  • Partner cross-functionally with project customers and stakeholders to understand strategic objectives, programs, and roadmaps to prioritize projects and deliverables.
  • Provide strategic direction and priorities in the development of comprehensive content strategies to deliver on requested business needs and advocate for the agent experience.
• Research
  • Set expectations for the team to regularly leverage data and agent experience tools for identifying insights and trends about content performance to propose and prioritize opportunities for improvement.
  • Oversee team's research initiatives for agent user testing and feedback sessions to gain insights of current experience, identify opportunities to improve experiences, and validate proposed content solutions.
• Write
  • Deliver and coach a team on how to write simple, easy-to-understand, human-centric content to influence teams on how to intuitively guide agents on what to say or do when helping customers.
  • Champion and ensure all content produced by the team is clear, easy-to-understand, and written in natural language.
• Quality and Governance
  • Assure team's content solutions adhere to compliance requirements and content standards.
  • Follow governance processes and identify downstream impacts of content solutions to mitigate risk.
  • Inform project partners of standards and processes and how these apply to project timelines.
• Connect and Contribute
  • Build relationships and collaborate with key stakeholders to understand priorities and ensure delivery of commitments.
  • Demonstrate strong influencing skills to effectively drive project priority and continuous improvement across the organization.
  • Mentor team members on content best practices for agent performance solutions.
  • Exhibit strong communication and partnership skills to interact and communicate with key stakeholders at all levels across the company to manage, inform, and influence outcomes.
  • Collaborate with other content teams and contribute to our standards, content strategy community of practice, best practices, and guidelines.

Qualifications

Qualities you’ll bring

• Engaged people leader: Passionate about coaching and developing others, and helping build a robust content strategy team to support growth and impact at Capital One.
• Communicator & Influencer: Advocate for the user’s experience and push your team to build the most intuitive content experiences possible. Communicate complex ideas clearly regardless of audience.
• Do-er: Embrace new challenges, navigate ambiguity, steer around roadblocks, and stay focused on strategic priorities. Pivot when priorities change and champion change for your team.
• Passionate & Customer Focused: Advocate for the user’s experience and challenge your team to build the most intuitive content experiences possible.
• Learner: Crave knowledge and stay up-to-date on skills and approaches needed to finesse your team’s craft. Embrace a growth mindset and seek and provide feedback for continuous improvement.
• Team Player: Enjoy collaborating with diverse people and seeking different points-of-view to assure quality. Put team goals first and excel at establishing trusting relationships with peers, partners, and stakeholders.

Basic Qualifications

• High School Diploma, GED, or equivalent certification
• At least 3 years of writing experience in content strategy, UX writing, technical writing, communications, or marketing
• At least 2 years of people leadership experience

Preferred qualifications:

• 4+ years of experience writing for digital products or UX research
• 3+ years of people leadership experience managing a team of content writers

Work From Home Technology Requirements

• 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 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
• Both Hardwire and WiFi internet connections are acceptable as long as speed and security requirements are met

Capital One reserves the right to request proof of internet provider, speed, and service package from the associate. Requirements are subject to change, as new systems and technology is delivered. Capital One reserves the right to modify internet service requirements with sixty (60) days notice.

Pay

The minimum and maximum full-time annual salaries for this role are listed below, by location. Salaries for part-time roles will be prorated based upon the agreed upon number of hours to be regularly worked.

• Plano, TX: $98,900 - $112,900 for Content Manager III
• Chesapeake, VA: $98,900 - $112,900 for Content Manager III
• Tampa, FL: $98,900 - $112,900 for Content Manager III
• Lincoln, NE: $98,900 - $112,900 for Content Manager III
• Las Vegas, NV: $98,900 - $112,900 for Content Manager III
• Wilmington, DE: $98,900 - $112,900 for Content Manager III
• Richmond, VA: $98,900 - $112,900 for Content Manager III
• St Cloud, MN: $98,900 - $112,900 for Content Manager III

Candidates hired to work in other locations will be subject to the pay range associated with that location. This role is also eligible to earn performance-based incentive compensation, which may include cash bonus(es) and/or long-term incentives (LTI). Incentives could be discretionary or non-discretionary depending on the plan.

Benefits

Capital One offers a comprehensive, competitive, and inclusive set of health, financial, and other benefits that support your total well-being. Eligibility varies based on full or part-time status, exempt or non-exempt status, and management level. Learn more at the Capital One Careers website.