Capital One
Work From Home - Principal Associate - Content Strategist
Capital One, Richmond, Virginia, United States, 23214
Work From Home - Principal Associate - Content Strategist
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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‑mile 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 creators 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 performance‑enabling, human‑centered digital content experiences that 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 for our agents.
What you’ll do Leadership
As a people leader, you display a passion for coaching and developing a team of content strategists through their strengths and leadership style.
Lead and manage the flow of work from internal customers through your team to ensure on‑time and efficient delivery of high‑quality content solutions.
Partner and Strategize
Partner cross‑functionally with project customers and stakeholders to understand strategic objectives, programs and roadmaps to prioritize projects and deliverables.
Lead your direct reports by providing strategic direction and priorities in the development of comprehensive content strategies to deliver on requested business needs and advocating for the agent experience.
Research
Set expectations for the team to regularly leverage data and agent experience tools for identifying insights and trends about content performance to propose and prioritize opportunities for improvement.
Oversee team's research initiatives for agent user testing and feedback sessions to gain insights of current experience, identify opportunities to improve experiences and to validate proposed content solutions.
Write
Demonstrate the ability to deliver and coach a team on how to write simple, easy‑to‑understand, human‑centric content to influence teams on how to intuitively guide agents on what to say or do when helping customers.
Champion and ensure all content produced by the team is clear, easy‑to‑understand, and written in natural language.
Quality and Governance
Assure team's content solutions adhere to compliance requirements and content standards.
Follow governance processes and identify downstream impacts of content solutions to mitigate risk.
Inform project partners of standards and processes and how these apply to project timelines.
Connect and Contribute
Build relationships and collaborate with key stakeholders to understand priorities and ensure delivery of commitments.
Demonstrate strong influencing skills to effectively drive project priority and continuous improvement across the organization.
Mentor team members on content best practices for agent performance solutions.
Exhibit strong communication and partnership skills essential for interacting with stakeholders at all levels.
Collaborate with other content teams and contribute to our standards, content strategy community of practice, best practices and guidelines.
Qualities you’ll bring
Engaged people leader – passionate about coaching and developing others, and building a robust content strategy team.
Communicator & Influencer – can communicate complex ideas clearly to any audience.
Do‑er – comfortable with ambiguity, navigating roadblocks, and staying focused on strategic priorities.
Passionate & Customer Focused – advocate for the user’s experience and build intuitive content experiences.
Learner – seeks knowledge and continuously improves the craft of the team.
Team Player – collaborates with diverse people and seeks different viewpoints to ensure quality of work.
Basic Qualifications
High School Diploma, GED, or equivalent certification.
At least 3 years of writing experience in content strategy, UX writing, technical writing, communications, or marketing.
At least 2 years of people leadership experience.
Preferred Qualifications
4+ years of experience writing for digital products or UX research.
3+ years of people leadership experience managing a team of content writers.
Work from Home Technology Requirements
Secure home office environment 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 5 Mbps, 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.
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 24 hours notice.
No agencies please.
Do not maintain network‑compatible internet access.
Live or work beyond the 100‑mile radius of their dedicated location.
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.
Salary Ranges Plano, TX: $93,400 - $106,600 for Content Manager III
Chesapeake, VA: $93,400 - $106,600 for Content Manager III
Tampa, FL: $93,400 - $106,600 for Content Manager III
Lincoln, NE: $93,400 - $106,600 for Content Manager III
Las Vegas, NV: $93,400 - $106,600 for Content Manager III
Wilmington, DE: $93,400 - $106,600 for Content Manager III
Richmond, VA: $93,400 - $106,600 for Content Manager III
St Cloud, MN: $93,400 - $106,600 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.
Equal Employment Opportunity Statement 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 RecruitingAccommodation@capitalone.com. All information you provide will be kept confidential and 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 Careers@capitalone.com. 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).
#J-18808-Ljbffr
Get AI‑powered advice on this job and more exclusive features.
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‑mile 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 creators 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 performance‑enabling, human‑centered digital content experiences that 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 for our agents.
What you’ll do Leadership
As a people leader, you display a passion for coaching and developing a team of content strategists through their strengths and leadership style.
Lead and manage the flow of work from internal customers through your team to ensure on‑time and efficient delivery of high‑quality content solutions.
Partner and Strategize
Partner cross‑functionally with project customers and stakeholders to understand strategic objectives, programs and roadmaps to prioritize projects and deliverables.
Lead your direct reports by providing strategic direction and priorities in the development of comprehensive content strategies to deliver on requested business needs and advocating for the agent experience.
Research
Set expectations for the team to regularly leverage data and agent experience tools for identifying insights and trends about content performance to propose and prioritize opportunities for improvement.
Oversee team's research initiatives for agent user testing and feedback sessions to gain insights of current experience, identify opportunities to improve experiences and to validate proposed content solutions.
Write
Demonstrate the ability to deliver and coach a team on how to write simple, easy‑to‑understand, human‑centric content to influence teams on how to intuitively guide agents on what to say or do when helping customers.
Champion and ensure all content produced by the team is clear, easy‑to‑understand, and written in natural language.
Quality and Governance
Assure team's content solutions adhere to compliance requirements and content standards.
Follow governance processes and identify downstream impacts of content solutions to mitigate risk.
Inform project partners of standards and processes and how these apply to project timelines.
Connect and Contribute
Build relationships and collaborate with key stakeholders to understand priorities and ensure delivery of commitments.
Demonstrate strong influencing skills to effectively drive project priority and continuous improvement across the organization.
Mentor team members on content best practices for agent performance solutions.
Exhibit strong communication and partnership skills essential for interacting with stakeholders at all levels.
Collaborate with other content teams and contribute to our standards, content strategy community of practice, best practices and guidelines.
Qualities you’ll bring
Engaged people leader – passionate about coaching and developing others, and building a robust content strategy team.
Communicator & Influencer – can communicate complex ideas clearly to any audience.
Do‑er – comfortable with ambiguity, navigating roadblocks, and staying focused on strategic priorities.
Passionate & Customer Focused – advocate for the user’s experience and build intuitive content experiences.
Learner – seeks knowledge and continuously improves the craft of the team.
Team Player – collaborates with diverse people and seeks different viewpoints to ensure quality of work.
Basic Qualifications
High School Diploma, GED, or equivalent certification.
At least 3 years of writing experience in content strategy, UX writing, technical writing, communications, or marketing.
At least 2 years of people leadership experience.
Preferred Qualifications
4+ years of experience writing for digital products or UX research.
3+ years of people leadership experience managing a team of content writers.
Work from Home Technology Requirements
Secure home office environment 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 5 Mbps, 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.
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 24 hours notice.
No agencies please.
Do not maintain network‑compatible internet access.
Live or work beyond the 100‑mile radius of their dedicated location.
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.
Salary Ranges Plano, TX: $93,400 - $106,600 for Content Manager III
Chesapeake, VA: $93,400 - $106,600 for Content Manager III
Tampa, FL: $93,400 - $106,600 for Content Manager III
Lincoln, NE: $93,400 - $106,600 for Content Manager III
Las Vegas, NV: $93,400 - $106,600 for Content Manager III
Wilmington, DE: $93,400 - $106,600 for Content Manager III
Richmond, VA: $93,400 - $106,600 for Content Manager III
St Cloud, MN: $93,400 - $106,600 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.
Equal Employment Opportunity Statement 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 RecruitingAccommodation@capitalone.com. All information you provide will be kept confidential and 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 Careers@capitalone.com. 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).
#J-18808-Ljbffr