Work From Home - Principal Associate - Content Strategist, Structured Content Management

Work From Home - Principal Associate - Content Strategist, Structured Content Management
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 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)

Who we are
We're a team of content managers who work with operations, product, tech, and design teams to deliver content experiences that help our agents solve problems for millions of customers.
We are passionate about crafting the performance-enabling, human-centered digital content experiences our global network of talented agents use every day to confidently know the best thing to say or do when helping our customers. Our content solutions empower agents to handle anything that is thrown at them.
Why we need you
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.
What you'll do
Write

• As a seasoned writer, you'll write simple, well-structured, easy-to-understand, human-centric content.
• Oversee and support the refactoring and migration of content to a new structured model, ensuring content is of high quality and adheres to content governance standards.
• Create content that is optimized for LLM consumption without sacrificing human user experience.

Influence

• Identify opportunities to improve content and content authoring experiences helping to shape and refine solutions.
• Support and lead the team in adopting new content structured principles and processes.

Deliver

• Manage multiple deliverables concurrently including delivery of content, content strategies, project plans and other project related collateral.
• Support the implementation of new content management technologies and practices into our existing operations model, ensuring a seamless and well-managed integration experience.
• Oversee content migration efforts supporting writers, reviewing content and ensuring well-managed content operations.
• Shape and lead initiatives to drive continuous improvement efforts related to our content and processes.
• Contribute to team efficiency by streamlining and creating team processes that enhance efficiency without compromising quality.

Partner

• Collaborate with colleagues across Capital One including: Product, Tech, Servicing Strategy, Operations and others to develop and implement content and content management solutions.
• Work closely with other team members and leaders to ensure the thoughtful and effective integration of new content products, processes and principles for the Knowledge Management team and partner organizations.

Communicate

• As an enabler of transformational work, you will provide transparency into your work to ensure our team, our stakeholders and our partner teams have a deep understanding of your work and the impact and value it is delivering.

Qualities you'll bring

• Content Practitioner. You're a content person. You have a passion for writing clearly, and concisely and demonstrating and sharing best practices with others.
• Communicator. You can communicate complex ideas clearly regardless of your audience. You can effectively share your ideas to inform and influence others.
• Strategic Thinker. You understand the big picture and how your work contributes to the objectives of the team, organization and business. You can turn an objective into actionable work to lead and deliver key results.
• Innovator. You embrace new ways of thinking and working by experimenting responsibly with technologies such as AI.
• Do-er. You try new things and sometimes fail and learn from those failures. You like a new challenge and can be comfortable navigating ambiguity, steering around roadblocks and staying focused on your goals. You can easily pivot when priorities change, embracing the change and setting an example for others.
• Passionate & Customer Focused . You're always advocating for the user's experience and building the most intuitive content experiences possible.
• Learner . You crave knowledge and staying up-to-date on the skills and approaches needed to finesse your craft. You embrace a growth mindset, making a point of seeking 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.
• Leader. Although not a direct people leader, your expertise enables you to influence those around you while leading and guiding the work of others. You know what it takes to bring people together to accomplish a common goal and deliver impactful results.

Basic Qualifications

• High School Diploma, GED, or equivalent certification
• At least 3 years of writing experience in content strategy, technical writing, or communications
• At least 3 years of experience leading cross-functional content projects

Preferred Qualifications:

• 4+ years of structured content management experience
• 4+ years of experience leading cross-functional content projects
• 2+ years of experience working with AI tools and AI-assisted content creation

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 site 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
  • To validate ISP speeds from a Chrome browser, go to www.google.com, type Speed Test and run from the Google landing page
• 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. Internet Service Provider specs can change by provider and location within the US. If you are experiencing consistent issues with internet stability Capital One reserves the right to ask the agent to upgrade internet service to ensure a good customer experience.
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), 19801 (Wilmington, DE), 68521 (Lincoln, NE) or
56301 (St. Cloud, MN) and report in person, when required, with at least than 24 hours notice.
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.

At this time, Capital One will not sponsor a new applicant for employment authorization for this position.
The minimum and maximum full-time annual salaries for this role are listed below, by location. Please note that this salary information is solely for candidates hired to perform work within one of these locations, and refers to the amount Capital One is willing to pay at the time of this posting. 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, and the actual annualized salary amount offered to any candidate at the time of hire will be reflected solely in the candidate's offer letter.
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. 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.
If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation, please contact Capital One Recruiting at 1-800-304-9102 or via email at [email protected] . All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations.
For technical support or questions about Capital One's recruiting process, please send an email to [email protected]
Capital One does not provide, endorse nor guarantee and is not liable for third-party products, services, educational tools or other information available through this site.
Capital One Financial is made up of several different entities. Please note that any position posted in Canada is for Capital One Canada, any position posted in the United Kingdom is for Capital One Europe and any position posted in the Philippines is for Capital One Philippines Service Corp. (COPSSC).