Note: The job is a remote job and is open to candidates in USA. Capital One is a financial services company that is seeking a Senior Associate - Content Manager to join their Customer Operations team. The role involves developing content strategies, ensuring quality and governance of content, and collaborating with stakeholders to enhance agent performance and customer service experiences.
Responsibilities
- Partner with stakeholders to understand and analyze business needs and project objectives to inform content strategies
- Develop comprehensive strategies for agent-facing content to enable agent performance and deliver on customer servicing needs
- Review and approve content strategies and content prior to publication
- Use established content standards to assure consistency and quality
- Follow governance processes and understand the downstream impacts of content solutions
- Write simple, easy-to-understand, human-centric content to intuitively guide agents on what to say or do when helping customers
- Understand how content is performing by leveraging data to identify and propose opportunities for improvement
- Use call listening tools to understand current agent experience and customer perspective
- Lead or contribute to agent focus groups to gain insight into current experiences and test proposed content solutions
- Collaborate with business partners to assure a shared understanding of what's needed and how our content strategies and solutions will deliver on the intended value
- Advocate for the agent experience on projects and related work that impact the content experience
Skills
- High School Diploma, GED or equivalent certification
- At least 2 years of writing experience in content strategy, UX research, communications, or marketing
- 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 is required
- A private network that is password protected where you have ownership or line of 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
- ISP download speeds on VPN must be at least 5Mbps, with 10+ Mbps preferred
- Both Hardwire and WiFi internet connections are acceptable as long as speed and security requirements are met
- Candidates must live within 100 mile radius of 23060 (Richmond, VA), 23320 (Chesapeake, VA), 33634 (Tampa, FL), 89144 (Las Vegas, NV), 75024 (Plano, TX), or 19801 (Wilmington, DE), 68521 (Lincoln, NE), or 56301 (St Cloud, MN) and report in person, when required, with at least 24 hours notice
- 3+ years of experience writing for digital products or UX research
Benefits
- Performance based incentive compensation, which may include cash bonus(es) and/or long term incentives (LTI). Incentives could be discretionary or non discretionary depending on the plan.
- 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. Eligibility varies based on full or part-time status, exempt or non-exempt status, and management level.
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