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Capital One Services, LLC Knowledge Experience Lead, Content Manager III in Las Vegas, Nevada

Job ID: R97871

West Creek 1 (12071), United States of America, Richmond, Virginia

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.

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:

oHigh School Diploma, GED, or equivalent certification
oAt least 3 years of experience in content management

Preferred Qualifications:

o Bachelor's Degree in Communications or Library Science
oAt least 2 years of experience leading or managing in a content delivery environment
oAt least 4 years Content strategy experience
oAt least 2 years UX Experience

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


Capital One is an equal opportunity employer committed to diversity in the workplace. Capital One promotes a drug-free workplace.

All qualified applicants will receive consideration for employment without regard to gender, race, color, religion, national origin, sexual orientation, protected veteran status, or disability status.

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; Newark, New Jersey Ordinance 12-1630; and other applicable federal, state, and local laws and regulations regarding criminal background inquiries.


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