Senior Associate - Content Manager (Work From Home)

Senior Associate - Content Manager (Work From Home)
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 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)
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 our agents solve problems for millions of customers. We're a team of learning, knowledge, technology, and data experts who are passionate about enabling agent performance through innovative skill development and content solutions.
It's an exciting time to join our team. We're on a content transformation journey - one that involves redesigning how we approach, create, present and manage agent content experiences. 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 for our agents.
The ideal candidate for this role is a/an:

• Communicator & Influencer You can communicate complex ideas in a clear and transparent manner regardless of your audience.
• Do-er - You try new things and sometimes fail. You like a new challenge and can be comfortable navigating ambiguity, steering around roadblocks and staying focused on your goals.
• Go With the Flow - Our work is evolving at the speed of business. You have a knack for adapting to change, taking it in stride when we need to pivot to align with our stakeholders' needs.
• Passionate & Customer Focused - You're always advocating for the agent experience and enabling the most intuitive content experiences possible.
• Learner - You are passionate about knowledge content and stay up-to-date on the skills needed to finesse your craft. You embrace a growth mindset and seek out 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.

This is a visible role with the ability to impact change and drive how learning and knowledge is built and consumed.
Core responsibilities include:
Partner and Strategize

• Partner with stakeholders to understand and analyze business needs and project objectives to inform content strategies.
• Develop comprehensive strategies for agent-facing content to enable agent performance and deliver on customer servicing needs.

Quality and Governance

• 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

• Write simple, easy-to-understand, human-centric content to intuitively guide agents on what to say or do when helping customers.

Research

• 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.

Connect and Contribute

• 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.

Basic 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

• 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), or 19801 (Wilmington, DE), 68521 (Lincoln, NE), or 56301 (St Cloud, MN) and report in person, when required, with at least 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: $80,800 - $92,200 for Content Manager II
Chesapeake, VA: $80,800 - $92,200 for Content Manager II
Tampa, FL: $80,800 - $92,200 for Content Manager II
Lincoln, NE: $80,800 - $92,200 for Content Manager II
Las Vegas, NV: $80,800 - $92,200 for Content Manager II
Wilmington, DE: $80,800 - $92,200 for Content Manager II
Richmond, VA: $80,800 - $92,200 for Content Manager II
St Cloud, MN: $80,800 - $92,200 for Content Manager II
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]
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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).