Principal Associate - Content Strategist Lead (Work From Home)
Capital One, Chesapeake, VA, United States
Principal Associate - Content Strategist Lead (Work From Home)
Candidates must live within a 100‑mile radius of the following locations: 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). Candidates are required to report in person when necessary and provide at least 24 hours notice.
Who we are
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 are a team of learning, knowledge, technology, and data experts dedicated to enabling agent performance through innovative skill development and content solutions.
Why we need you
We are on a content transformation journey that involves redesigning how we research, create, present, and manage content. We need leaders who are excited to dive in, deliver significant results, and create first‑class content experiences for our agents.
What you’ll do
Leadership
Coach and develop a team of content strategists, fostering their strengths and leadership styles.
Lead and manage the flow of work from internal customers, ensuring on‑time, high‑quality delivery of content solutions.
Partner and Strategize
Partner cross‑functionally with project customers and stakeholders to understand strategic objectives and prioritize projects and deliverables.
Provide strategic direction and priorities for comprehensive content strategies that meet business needs and advocate for the agent experience.
Research
Encourage the team to leverage data and agent‑experience tools to identify insights and trends, proposing and prioritizing improvement opportunities.
Oversee research initiatives for agent user testing and feedback sessions to gain insights, identify opportunities, and validate content solutions.
Write
Deliver and coach a team on creating simple, easy‑to‑understand, human‑centric content that guides agents on what to say or do when helping customers.
Ensure all content produced is clear, natural, and written in plain language.
Quality and Governance
Guarantee that content solutions meet compliance requirements and industry content standards.
Follow governance processes, identify downstream impacts, and mitigate risks.
Inform project partners of standards, processes, and how they align with project timelines.
Connect and Contribute
Build relationships with key stakeholders to understand priorities and ensure delivery of commitments.
Demonstrate strong influencing skills to drive project priority and continuous improvement organization‑wide.
Mentor team members on content best practices for agent performance solutions.
Communicate effectively at all levels to manage, inform, and influence outcomes.
Collaborate with other content teams and contribute to standards, content strategy community of practice, best practices, and guidelines.
Qualities you’ll bring
Engaged people leader who is passionate about coaching and developing others.
Strong communicator & influencer who advocates for the user experience and conveys complex ideas clearly.
Doer who embraces challenges, navigates ambiguity, pivots with changing priorities, and champions change.
Passionate & customer‑focused advocate for intuitive content experiences.
Eager learner who seeks growth, feedback, and continuous improvement.
Team player who values diverse perspectives and builds trusting relationships.
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 not supplied via cellular data or hotspot.
Private, password‑protected network where you control every device.
Internet service provided by cable or fiber ISP.
Download speeds on VPN of at least 5 Mbps (10 Mbps preferred).
Eligibility
Must maintain network‑compatible internet access.
Cannot live or work beyond the 100‑mile radius of the designated locations.
Cannot live or work in California.
Equal Employment Opportunity Statement
Capital One is an equal opportunity employer (EOE) committed to non‑discrimination in compliance with applicable federal, state, and local laws. We consider qualified applicants with a criminal history in a manner consistent with relevant laws.
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Candidates must live within a 100‑mile radius of the following locations: 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). Candidates are required to report in person when necessary and provide at least 24 hours notice.
Who we are
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 are a team of learning, knowledge, technology, and data experts dedicated to enabling agent performance through innovative skill development and content solutions.
Why we need you
We are on a content transformation journey that involves redesigning how we research, create, present, and manage content. We need leaders who are excited to dive in, deliver significant results, and create first‑class content experiences for our agents.
What you’ll do
Leadership
Coach and develop a team of content strategists, fostering their strengths and leadership styles.
Lead and manage the flow of work from internal customers, ensuring on‑time, high‑quality delivery of content solutions.
Partner and Strategize
Partner cross‑functionally with project customers and stakeholders to understand strategic objectives and prioritize projects and deliverables.
Provide strategic direction and priorities for comprehensive content strategies that meet business needs and advocate for the agent experience.
Research
Encourage the team to leverage data and agent‑experience tools to identify insights and trends, proposing and prioritizing improvement opportunities.
Oversee research initiatives for agent user testing and feedback sessions to gain insights, identify opportunities, and validate content solutions.
Write
Deliver and coach a team on creating simple, easy‑to‑understand, human‑centric content that guides agents on what to say or do when helping customers.
Ensure all content produced is clear, natural, and written in plain language.
Quality and Governance
Guarantee that content solutions meet compliance requirements and industry content standards.
Follow governance processes, identify downstream impacts, and mitigate risks.
Inform project partners of standards, processes, and how they align with project timelines.
Connect and Contribute
Build relationships with key stakeholders to understand priorities and ensure delivery of commitments.
Demonstrate strong influencing skills to drive project priority and continuous improvement organization‑wide.
Mentor team members on content best practices for agent performance solutions.
Communicate effectively at all levels to manage, inform, and influence outcomes.
Collaborate with other content teams and contribute to standards, content strategy community of practice, best practices, and guidelines.
Qualities you’ll bring
Engaged people leader who is passionate about coaching and developing others.
Strong communicator & influencer who advocates for the user experience and conveys complex ideas clearly.
Doer who embraces challenges, navigates ambiguity, pivots with changing priorities, and champions change.
Passionate & customer‑focused advocate for intuitive content experiences.
Eager learner who seeks growth, feedback, and continuous improvement.
Team player who values diverse perspectives and builds trusting relationships.
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 not supplied via cellular data or hotspot.
Private, password‑protected network where you control every device.
Internet service provided by cable or fiber ISP.
Download speeds on VPN of at least 5 Mbps (10 Mbps preferred).
Eligibility
Must maintain network‑compatible internet access.
Cannot live or work beyond the 100‑mile radius of the designated locations.
Cannot live or work in California.
Equal Employment Opportunity Statement
Capital One is an equal opportunity employer (EOE) committed to non‑discrimination in compliance with applicable federal, state, and local laws. We consider qualified applicants with a criminal history in a manner consistent with relevant laws.
#J-18808-Ljbffr