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)

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.

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.

• 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.

• 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.

• 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.

• 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.

• 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.

• 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,…