Principal Associate - Content Strategist Lead (Work From Home)

About this role

Principal Associate - Content Strategist Lead (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)

• 75024 (Plano, TX)

• 19801 (Wilmington, DE) 

• 68521 (Lincoln, NE)

• 56301 (St. Cloud, MN)

Who we are: Capital One’s Card Shared Services: Learning & Knowledge (L&K) team ensures that customer service agents and their leaders have the knowledge and skills to help our agents solve problems for millions of customers. We’re a team of learning, knowledge, technology, and data experts who are passionate about enabling agent performance through innovative skill development and content solutions.

Why we need you: It’s an exciting time to join our team. We’re on a content transformation journey – one that involves redesigning how we research, think about, create, present and manage content. We need folks like you who find this exciting and want to jump in head first to deliver significant results and first-class content experiences for our agents.

What you’ll do:

Leadership • As a people leader, you display a passion for coaching and developing a team of content strategists through their strengths and leadership style.

• Lead and manage the flow of work from internal customers through your  team to ensure on-time and efficient delivery of high-quality content solutions. 

Partner and Strategize • As team lead, you'll partner cross-functionally with project customers and stakeholders to understand strategic objectives, programs and roadmaps to prioritize projects and deliverables.

• Lead your direct reports by providing strategic direction and priorities in the development of comprehensive content strategies to deliver on requested business needs and advocating for the agent experience.

Research • Set expectations for the team to regularly leverage data and agent experience tools for identifying insights and trends about content performance to propose and prioritize opportunities for improvement.

• Oversee team's research initiatives for agent user testing and feedback sessions to gain insights of current experience, identify opportunities to improve experiences and to validate proposed content solutions.

Write • Demonstrate the ability to deliver and coach a team on how to write simple, easy-to-understand, human-centric content to influence teams on how to intuitively guide agents on what to say or do when helping customers.

• Champion and ensure all content produced by the team is clear, easy-to-understand, and written in natural language.

Quality and Governance • Assure team's content solutions adhere to compliance requirements and content standards.

• Follow governance processes and identify downstream impacts of content solutions to mitigate risk.

• Inform project partners of standards and processes and how these apply to project timelines.

Connect and Contribute • Build relationships and collaborate with key stakeholders  to understand priorities and ensure delivery of commitments.

• Demonstrate strong influencing skills to effectively drive project priority and continuous improvement across the organization.

• Mentor team members on content best practices for agent performance solutions.

• Exhibit strong communication and partnership skills which are essential for interacting and communicating with key stakeholders at all levels across the company to manage, inform and influence outcomes.

• Collaborate with other content teams and contribute to our standards, content strategy community of practice, best practices and guidelines.

Qualities you’ll bring • Engaged people leader. You're passionate about coaching and developing others, and helping us build a robust content strategy team to support the team's growth and impact at Capital One.

• Communicator & Influencer. You’re always embracing and advocating for the user’s experience and pushing your team to build the most intuitive content experiences possible. You can communicate complex ideas clearly regardless of your audience.

• Do-er. You try new things and sometimes fail. You like a new challenge and can be comfortable navigating ambiguity, steering around roadblocks and staying focused on strategic priorities. You can easily pivot when priorities change, embracing the change and championing change for your team, setting an example for others. 

• Passionate & Customer Focused. You're always advocating for the user’s experience and challenging your team to build the most intuitive content experiences possible.

• Learner. You crave knowledge and staying up-to-date on the skills and approaches needed to finesse the craft of your team to increase impact. You embrace a growth mindset and expect the same of your team, making a point of seeking and providing feedback for continuous improvement.

• Team Player. You enjoy working and collaborating with diverse people and seeking different points-of-view to assure the quality of your work and the team. You put the goals of the team in the forefront and excel at establishing trusting relationships with your peers, partners and stakeholders. 

Basic qualifications • High School Diploma, GED, or equivalent certification

• At least 3 years of writing experience in content strategy, UX writing, technical writing, communications, or marketing

• At least 2 years of people leadership experience

Preferred qualifications: • 4+ years of experience writing for digital products or UX research

• 3+ years of people leadership experience managing a team of content writers

Work from Home Technology Requirements • Secure home office environment that is free from backgro

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