Senior Associate, Senior Communications Associate (Work From Home)

Senior Associate, Senior Communications Associate (Work From Home)
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)

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

At least 2 years of communications, marketing, or technical writing experience

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

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

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

Eligibility Criteria

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
Sales Territory: $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

Las Vegas, NV: $80,800 - $92,200 for Content Manager II

Wilmington, DE: $80,800 - $92,200 for Content Manager II

Columbus, OH: $80,800 - $92,200 for Content Manager II

Phoenix, AZ: $80,800 - $92,200 for Content Manager II

Richmond, VA: $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.

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 (https://www.capitalonecareers.com/benefits). Eligibility varies based on full or part‑time status, exempt or non‑exempt status, and management level.

Capital One promotes a drug‑free workplace.

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 will consider for employment qualified applicants with a criminal history in a manner consistent with the requirements of applicable laws regarding criminal background inquiries.

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 Careers@capitalone.com.

#J-18808-Ljbffr