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-based
• 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.

Application Information

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