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Knowledge Experience Lead, Content Manager III

Location Richmond, Virginia; Tampa, Florida; McLean, Virginia; Las Vegas, Nevada; Chesapeake, Virginia; Chester, Virginia
Job ID R97871 Updated date 10/02/2020
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:

o   High School Diploma, GED, or equivalent certification

o   At least 3 years of experience in content management

Preferred Qualifications:

o   Bachelor's Degree in Communications or Library Science

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

o   At least 4 years Content strategy experience

o   At least 2 years UX Experience

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

    No agencies please. Capital One is an Equal Opportunity Employer committed to diversity and inclusion in the workplace. All qualified applicants will receive consideration for employment without regard to sex, race, color, age, national origin, religion, physical and mental disability, genetic information, marital status, sexual orientation, gender identity/assignment, citizenship, pregnancy or maternity, protected veteran status, or any other status prohibited by applicable national, federal, state or local law. Capital One promotes a drug-free workplace. Capital One will consider for employment qualified applicants with a criminal history in a manner consistent with the requirements of applicable laws regarding criminal background inquiries, including, to the extent applicable, Article 23-A of the New York Correction Law; San Francisco, California Police Code Article 49, Sections 4901-4920; New York City’s Fair Chance Act; Philadelphia’s Fair Criminal Records Screening Act; and other applicable federal, state, and local laws and regulations regarding criminal background inquiries.

    If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation, please contact Capital One Recruiting at 1-800-304-9102 or via email at All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations.

    For technical support or questions about Capital One's recruiting process, please send an email to

    Capital One does not provide, endorse nor guarantee and is not liable for third-party products, services, educational tools or other information available through this site.

    Capital One Financial is made up of several different entities. Please note that any position posted in Canada is for Capital One Canada, any position posted in the United Kingdom is for Capital One Europe and any position posted in the Philippines is for Capital One Philippines Service Corp. (COPSSC).

    Who We Are

    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.