Content Solutions Delivery, Content Manager II

    • Richmond, VA

West Creek 1 (12071), United States of America, Richmond, Virginia

At Capital One, we're building a leading information-based technology company. Still founder-led by Chairman and Chief Executive Officer Richard Fairbank, Capital One is on a mission to help our customers succeed by bringing ingenuity, simplicity, and humanity to banking. We measure our efforts by the success our customers enjoy and the advocacy they exhibit. We are succeeding because they are succeeding.

Guided by our shared values, we thrive in an environment where collaboration and openness are valued. We believe that innovation is powered by perspective and that teamwork and respect for each other lead to superior results. We elevate each other and obsess about doing the right thing. Our associates serve with humility and a deep respect for their responsibility in helping our customers achieve their goals and realize their dreams. Together, we are on a quest to change banking for good.

Content Solutions Delivery, Content Manager II

Who we are:

We support 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.

Why we need you:

We are changing everything about how we create, present, and manage content. New

systems, new ways of working, new ways of thinking about content. We need folks like

you who find all of that exciting.

What we value:

- Curiosity: You will be driven to seek information and will be comfortable not knowing

it all.

- Collaboration: You will partner across the enterprise to make sure the right content decisions are made.

- Kindness: You will drive and support changes to how we work. You'll be empathetic

and optimistic throughout that change.

- Confidence: You will drive significant results that will influence the experience of

millions of customers.

What you will learn:

- Our customers: You will learn about what our customers experience. You'll know

what they understand and what they need more information about.

- Our agents: You will learn what our agents do, how they learn, and what challenges

they face.

- Our business: You will learn about the systems our agents use and about our

products and policies.

- Our partners: You will partner product, tech, risk, and line of business resources and

learn how to support them.

What you will do:

  • Understand the customer, business and agents needs to propose content solutions for enabling our agents to provide amazing customer service
  • Work with subject matter experts to ensure content solutions align with intent
  • Develop content solutions according to standards
  • Partner with Product and Tech resources to implement content solutions
  • Validate content solutions delivered expected results
  • Identify and deliver on continuous improvement opportunities for our processes and content

Basic Qualifications:
  • High School Diploma, GED, or equivalent certification
  • At least 2 years of experience in Content Management or Technical Writing

Preferred Qualifications:
  • Bachelor's Degree in Communications or Library Science
  • At least 2 years process management experience

At this time, Capital One will not sponsor a new applicant for employment authorization for this position.

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