Senior Associate - Content Manager (Work From Home)
Core Responsibilities
- Partner and Strategize
- Develop comprehensive strategies for agent-facing content to enable agent performance and deliver on customer servicing needs.
- 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 simple, easy-to-understand, human-centric content to intuitively guide agents on what to say or do when helping customers.
- 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.
- 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.
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 from Home Technology Requirements
- A secure home office environment that is free from background noise and distractions
- A reliable private internet connection that is not supplied via cellular data or hotspot
- An internet service provider that is cable or fiber internet
- ISP download speeds on VPN must be at least 5Mbps, with 10+ Mbps preferred
Work from Home Location Requirements
Candidates must live within 100 mile radius of 23060 (Richmond, VA), 23320 (Chesapeake, VA), 33634 (Tampa, FL), 89144 (Las Vegas, NV), 75024 (Plano, TX), or 19801 (Wilmington, DE), 68521 (Lincoln, NE), or 56301 (St Cloud, MN) and report in person, when required, with at least 24 hours notice.
Equal Opportunity Employer
Capital One is an equal opportunity employer (EOE, including disability/vet) committed to non-discrimination in compliance with applicable federal, state, and local laws. Capital One promotes a drug-free workplace. Capital One will consider for employment qualified applicants with a criminal history in a manner consistent with the requirements of applicable laws regarding criminal background inquiries, including, to the extent applicable, Article 23-A of the New York Correction Law; San Francisco, California Police Code Article 49, Sections 4901-4920; New York City’s Fair Chance Act; Philadelphia’s Fair Criminal Records Screening Act; and other applicable federal, state, and local laws and regulations regarding criminal background inquiries.
Application Information
We are unable to consider applicants who:
- Do not maintain network-compatible internet access
- Live or work beyond the 100 mile radius of their dedicated location, or
- Live or work in the state of California.
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.
Capital One offers a comprehensive, competitive, and inclusive set of health, financial and other benefits that support your total well-being. Learn more at the Capital One Careers website. Eligibility varies based on full or part-time status, exempt or non-exempt status, and management level.
This role is expected to accept applications for a minimum of 5 business days. No agencies please.