Principal Associate – Content Strategist Lead (Work From Home)

This is a work-from-home position. Candidates must live within a 100-mile radius of one of the following locations (excluding California) and be able to report in person with at least 24 hours notice: Richmond, VA (23060); Chesapeake, VA (23320); Tampa, FL (33634); Las Vegas, NV (89144); Plano, TX (75024); Wilmington, DE (19801); Lincoln, NE (68521); or St. Cloud, MN (56301).

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 solve problems for millions of customers. We're a team of learning, knowledge, technology, and data experts passionate about enabling agent performance through innovative skill development and content solutions.

We're on a content transformation journey—redesigning how we research, create, present, and manage content. We need leaders who are excited to deliver significant results and first-class content experiences for our agents.

Responsibilities

• Leadership
  • Coach and develop a team of content strategists, leveraging their strengths and leadership style.
  • Manage workflow from internal customers to ensure on-time, efficient delivery of high-quality content solutions.
• Partner and Strategize
  • Partner cross-functionally with stakeholders to understand strategic objectives, programs, and roadmaps to prioritize projects and deliverables.
  • Provide strategic direction to your team in developing comprehensive content strategies that meet business needs and advocate for the agent experience.
• Research
  • Set expectations for the team to use data and agent experience tools to identify insights and trends about content performance, proposing and prioritizing improvement opportunities.
  • Oversee agent user testing and feedback sessions to gain insights into current experiences, identify improvement opportunities, and validate proposed content solutions.
• Write
  • Deliver and coach the team on writing simple, easy-to-understand, human-centric content to guide agents intuitively 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
  • Ensure the 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.
  • Use strong influencing skills to 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 with stakeholders at all levels, managing and influencing outcomes.
  • Collaborate with other content teams to contribute to standards, content strategy community of practice, best practices, and guidelines.

Qualifications

• 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.

Skills

• Engaged people leader with a passion for coaching and developing others.
• Strong communicator and influencer who advocates for the user experience and builds intuitive content.
• Proactive do-er comfortable with ambiguity, pivoting priorities, and championing change.
• Passionate and customer-focused, always advocating for the user experience.
• Continuous learner with a growth mindset, seeking and providing feedback for improvement.
• Team player who collaborates with diverse perspectives and prioritizes team goals.

Work from Home Technology Requirements

• Secure home office environment free from background noise and distractions.
• Reliable private internet connection (not supplied via cellular data or hotspot).
• A private, password-protected network with ownership or line-of-sight to all devices on the network.
• Internet service must be provided by Cable or Fiber Internet Service Providers (ISP). Hotspots and satellite services are prohibited.
• ISP download speeds on VPN must be at least 5Mbps (10+ Mbps preferred).
• Both hardwired and WiFi connections are acceptable if speed and security requirements are met.

Capital One reserves the right to request proof of internet provider, speed, and service package. Requirements are subject to change with 60 days notice.

Pay

The full-time annual salary range for this role is listed below by location. Part-time salaries will be prorated based on agreed-upon hours.

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

This role is also eligible for performance-based incentive compensation, including cash bonuses and/or long-term incentives (LTI).

Benefits

Capital One offers a comprehensive, competitive, and inclusive set of health, financial, and other benefits to support 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.