Manager, Knowledge Management Communications

Capital One
Richmond, Virginia
Jun 22, 2022
Jul 22, 2022
Full Time
Locations: VA - Richmond, United States of America, Richmond, Virginia

Manager, Knowledge Management Communications

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 and their leaders know the best thing to say or do to help our callers.

Why we need you:

We recognize how important having the right information at the right time is in influencing agent performance. We continue to elevate the role of communications to drive innovation and excellence in our communication practices, processes, and tools. We need folks like you who are passionate about having exceptional communication practices and who find being critical to the successful delivery of urgent information thrilling!

What we value:
  • Curiosity: You will seek best practices and be driven to learn about emerging communication tools.
  • Collaboration: You will partner across the enterprise to balance urgency and quality and make sure agents have the information they need at the time they need it.
  • Kindness: Change is hard. You will demonstrate empathy and optimism.
  • Confidence: You will deliver 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 our agents and agent leaders need to know and when they need to know it.
  • Our agents: You will learn what our agents do, how they learn, and what challenges they face.
  • Our business: You will learn about how we service customers and about our products and policies.
  • Our partners: You will partner with product, tech, risk, and line of business resources and learn how to support them.

What you will do:
  • Communications Strategy: You will develop strategies to engage agents and meet stakeholder needs on large, complex initiatives as well as short-term, urgent issues.
  • Measurement: You will use data to drive increased engagement and improve the effectiveness of agent and leader communications.
  • Experience Design: You'll partner to develop the tools and processes that will best meet our agent and business's needs.
  • Process: You'll continue to build and run the processes to develop agent messaging and deliver communication materials
  • Leadership: You'll lead the people supporting this work, manage stakeholders across Card, and influence Channels through change.

Basic Qualifications:
  • High School Diploma, GED, or equivalent certification
  • At least 2 years of communications strategy experience
  • At least 2 years of People Management experience

Preferred Qualifications:
  • Bachelor's Degree
  • At least 4 years of communications strategy experience
  • At least 4 years of People Management 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).

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