Senior Associate, Senior Communications Associate (Work From Home)

Senior Associate, Senior Communications Associate (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 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)
19801 (Wilmington, DE)
85029 (Phoenix, AZ)
84120 (Lake Park, UT)
43213 (Whitehall, OH)
Who We Are

Our Change Management & Communications Team supports the people who support our customers. When customers need help they reach out to a large network of super-talented agents who have to confidently handle anything that is thrown at them. We help those agents to know the best thing to say or do to help our callers and we enable our operations front line leaders to support our agents in this work.
Why We Need You

We recognize how important having the right information at the right time is in influencing agent performance. You will use your communications expertise to inform, support, provide resources and drive engagement. We need folks like you who are passionate about having exceptional communication practices and who find being critical to the successful delivery of urgent information thrilling!
What We Value

Curiosity: You will seek best practices and be driven to learn about emerging communication tools.
Collaboration: You will partner across the enterprise to balance urgency and quality and make sure leaders and agents have the information they need at the time they need it.
Kindness: Change can be challenging. Leading through change is a critical skill. You will demonstrate empathy and optimism and be a positive change agent.
Confidence: You will deliver significant results that will support thousands of associates across our Channels organization.
What You Will Learn

Our customers: You will learn about what our customers experience. You’ll know what our agents and agent leaders need to know and when they need to know it.
Our agents and leaders: You will learn what our agents do, how they learn, and what challenges they face.
Our business: You will learn about how we service customers and about our products and policies.
Our partners: You will partner with Product, Tech, Risk, and line of business resources and learn how to support them and deliver high quality results.
What You Will Do

Communications Strategy & Implementation:

You will develop and execute communication strategies that support large, complex initiatives and urgent business needs, translating priorities into clear, engaging content and coordinated communication plans across a variety of formats and channels.
Subject Matter Expertise:

You will act as a subject matter expert for communications initiatives and work with various partners to understand performance support needs and make recommendations for support.
Storytelling:

You will utilize your expertise in storytelling by telling a comprehensive and compelling story through verbal and written communication.
Experience Design:

You will partner to develop the tools and processes that will best meet our agent and business’s needs.
Process:

You will contribute to the processes established to develop agent messaging and deliver communication materials.
Measurement:

You will monitor, track and report on content performance, as well as analyze content and campaigns to translate anecdotal or qualitative data into recommendations and plans for improvements.
Critical Skills

Ability to manage multiple projects simultaneously
Ability to build relationships with various stakeholders and partners
Ability to work collaboratively in a fast-paced environment
Ability to adapt and flex to changing priorities
Ability to learn quickly and translate complex concepts and materials to meet audience needs
Ability to work both independently and as part of a team
Excellent written, verbal and visual communication skills
Excellent organizational skills and attention to detail
Strong technical and creative writing skills
Ability to adapt and optimize content for specific channels, audiences and purposes
Responsibilities

Ownership (management and implementation) of strategic projects within the department and involving business stakeholders/customers.
Acting as content subject matter expert and leader within the department.
Writing, editing and optimizing performance support content so that it can be quickly found and understood in an online system.
Working with the management team to develop the strategic direction of the team and take the actions necessary to move toward that strategy.
Identifying solutions for process and content weaknesses and suggesting actionable plans around those solutions.
Basic Qualifications

High School Diploma, GED, or equivalent certification
Preferred Qualifications

Bachelor's Degree 3+ years of communications, marketing, or technical writing experience
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
Associates must maintain a minimum of 100 Mbps download / 10 Mbps upload speed from their internet provider
Both Hardwire and WiFi internet connections are acceptable as long as speed and security requirements are met
To validate ISP speeds from a Chrome browser, go to

www.google.com , type Speed Test and run from the Google landing page. 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 are 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.
Salary

Salary for Content Manager II – 23060 (Richmond, VA): $80,800 - $92,200
Salary for Content Manager II – 23320 (Chesapeake, VA): $80,800 - $92,200
Salary for Content Manager II – 33634 (Tampa, FL): $80,800 - $92,200
Salary for Content Manager II – 89144 (Las Vegas, NV): $80,800 - $92,200
Salary for Content Manager II – 19801 (Wilmington, DE): $80,800 - $92,200
Salary for Content Manager II – 85029 (Phoenix, AZ): $80,800 - $92,200
Salary for Content Manager II – 84120 (Lake Park, UT): $80,800 - $92,200
Salary for Content Manager II – 43213 (Whitehall, OH): $80,800 - $92,200
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.
Benefits

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.
Equal Opportunity Employment

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.
Legal Notices

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 NewYork Correction Law; SanFrancisco, California Police Code Article 49, Sections4901‑4920; NewYork 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.

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