Manager, Content Strategy Knowledge Management (Hybrid)

Capital One
Richmond, Virginia, United States
Sep 07, 2023
Sep 20, 2023
Full Time
West Creek 8 (12080), United States of America, Richmond, Virginia

Manager, Content Strategy Knowledge Management (Hybrid)

We are seeking an experienced Knowledge Manager Content Strategy leader to join our team.

Who we are

We're a team of content creators who work with operations, product, tech and design teams to deliver content experiences that help our agents solve problems for millions of customers.

We are passionate about crafting the performance-enabling, human-centered digital content experiences our global network of talented agents use every day to confidently know the best thing to say or do when helping our customers. Our content solutions empower agents to handle anything that is thrown at them.

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

  • As a people leader, and leader of leaders, you will demonstrate a passion for guiding and supporting others to bring out the best of every team member.

Partner and Strategize
  • Form close partnerships with business partners to ensure that the agent content experience is delivering on strategic objectives.
  • Influence the strategic direction of agent content through the delivery of valuable and innovative experiences.

  • Create and maintain a data-driven approach to measuring and understanding content performance and impacts.
  • Cultivate an insights-driven culture by enabling a test and learn approach to problem solving where teams are encouraged to experiment and fail fast in order to drive innovation and results.

  • As an experienced content practitioner, you understand and set the example for applying content principles, championing the value of effective writing to drive enhanced user experiences.
  • Lead and support others in content improvement initiatives that drive more effective content experiences.

Quality and Governance
  • Understand the risks associated with content management and publication, effectively influencing processes and products to ensure all content solutions are well-managed..

Connect and Contribute
  • Build relationships across the organization to understand the needs of our partners and to promote the value our team delivers.
  • Demonstrate strong influencing skills to support content experience initiatives by deeply understanding the needs of our customers and users, gaining buy-in for proposed solutions and promoting and sharing team successes.
  • Connect with other content leaders across Capital One to share and discover insights, best practices and learnings.
  • Be an effective communicator capable of informing and influencing a broad range of performers and stakeholders.

Qualities You'll Bring
  • Engaged people leader. You're a passionate and effective leader that can lead direct reports, leaders and the team through periods of change.
  • Communicator & Influencer. You're an amplifier of our users' needs, an advocate of quality solutions and a champion of team success. You are an effective storyteller that can communicate complex ideas to varied audiences.
  • Do-er. You try new things and sometimes fail. You like a new challenge and are effective at navigating and leading others through ambiguity. You can easily pivot when priorities change, embracing the change and are effective at leading others through change.
  • Passionate & Customer Focused . You are obsessed with advocating for the user's experience and motivating the team to build the most intuitive and performance-enabling content experiences.
  • Learner . You crave knowledge and staying up-to-date on the skills and approaches needed to effectively lead your team. You demonstrate a growth mindset and expect the same of the team.
  • Team Player. You enjoy working and collaborating with diverse people and seeking different points-of-view to assure the impact and value 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.

We recognize that many life paths can contribute to interest in this role. We value all experience, whether gained in a classroom or through other paths, and invite everyone who meets the qualifications to apply for this role.

Location: This role is hybrid, where you will be expected to spend about half of your working time in office and half working virtually.

Basic Qualifications
  • High School Diploma, GED or equivalent certification
  • At least 4 years experience in content strategy, UX writing, communications, or marketing
  • At least 3 years of people leadership experience

Preferred Qualifications
  • At least 5 years of experience in content strategy, UX writing, communications, or marketing
  • At least 4 years of people leadership experience managing a team of content writers, to include successfully leading other leaders

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

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.

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

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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).