Principal Associate, Corporate Functions End User Support Specialist

Principal Associate, Corporate Functions End User Support Specialist

Capital One's Enterprise Learning Platform and Operations team is seeking a strategic, detail-oriented Principal Associate to help lead and continuously improve end-user support and governance for our enterprise Learning Management System (LMS), One Learn, and related learning technologies. This individual contributor will operate in a highly cross-functional environment and play a critical role in identifying trends, uncovering root causes, and driving proactive, scalable improvements and efficiencies across our learning ecosystem.

Working closely with the LMS Support & Governance Lead, this role will help shape and execute our learning technology governance strategy to ensure a clean, well-maintained platform environment, strong operating standards, a high-quality learner and administrator experience, and an efficient user support model.

The ideal candidate for this role is:

• A strategic partner who stays current with both learning and operations trends.
• A solutions-oriented problem solver who likes to go deep to understand the root causes of how processes are structured and work and identify analytically-backed, creative ways to reduce friction and enhance our team's operations.
• An iterative results driver who is comfortable in a fast-paced environment with engagement in multiple initiatives simultaneously. The individual enjoys connecting dots that enable regular step-change enhancements to our processes.
• A proactive team player with a proven ability to collaborate with various levels in an organization.

• Identify, analyze and prioritize systematic trends across end-user support requests, platform issues, audits and operational processes to uncover root causes and enterprise-level improvement opportunities.
• Lead root cause analysis for recurring learner, instructor, and administrator issues and drive solutions that address underlying process, technology, content and governance gaps - not just individual incidents.
• Own the design and execution of proactive improvement initiatives that reduce future support volume, operational risk, and platform friction.
• Partner closely with product, technology, data and release teams to translate operational pain points into clear requirements, backlog items and improvement roadmaps.
• Influence and shape governance standards, operating models, and decision frameworks to support a scalable, enterprise learning ecosystem.
• Drive continuous improvement of support and governance workflows, including intake processes, escalation paths, documentation and tooling.

• Lead small, cross-functional initiatives or workstreams related to platform stability, learner experiences and operational maturity.

• Support your people leader in prioritization decisions by providing data-driven analysis of impact, effort, risk and business impact.
• Serve as a trusted advisor to stakeholders across learning, product, and technology teams on operational and governance implications of new initiatives.

• High School Diploma, GED or equivalent certification
• At least 3 years of experience in end-user support, platform administration, or operational support for enterprise technology systems
• At least 1 year of experience supporting process optimization initiatives that span multiple teams or stakeholders

• Bachelor's Degree or military experience
• Experience supporting or operating a large-scale learning management system
• Experience partnering with product, engineering, and data teams to translate operational needs into platform or process enhancements
• Experience leading cross-functional workstreams or improvement initiatives
• Familiarity with learning content operations and lifecycle management (e.g., content publishing, retirement, metadata, or quality standards)