Knowledge Experience Lead, Content Manager III

    • Richmond, VA

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

Knowledge Experience Lead, Content Manager III

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 different content needs and develop a content strategy and design for fulfilling on those needs
  • Own the content and information architecture standards
  • Influence and drive the experiences for how users interact with knowledge content
  • Use content diagnostic data to understand how content is performing and lead efforts to improve existing content and develop new content ideas for the future
  • Communicate to investors and stakeholders about content strategy and experience initiatives


Basic Qualifications:

oHigh School Diploma, GED, or equivalent certification

oAt least 3 years of experience in content management

Preferred Qualifications:

o Bachelor's Degree in Communications or Library Science

oAt least 2 years of experience leading or managing in a content delivery environment

oAt least 4 years Content strategy experience

oAt least 2 years UX Experience

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


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