Senior Manager - Knowledge Management (Hybrid)

The Senior Manager of Knowledge Management is responsible for leading a content operations team consisting of content strategy, delivery and platform support functions. This leader will inspire, empower and support a team of content management professionals crafting and governing essential servicing content that enables the Card servicing experience.

Who We Are:

We're a team of content creators who work with operations, product, tech and design teams to deliver content experiences that enable brand defining service 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 redefining how we deliver value for our stakeholders, by crafting horizontal content experiences that fuel emerging AI technologies and drive high business value to materially transform agent and customer experiences. 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. We're looking for a Senior Manager to lead and support our growing team on this journey and to lead and drive our knowledge management strategy.

What You'll Do:

Lead

• You will lead a diverse team of content professionals providing ongoing support and guidance to enable a high functioning and empowered team.

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

Deliver

• Administer all facets of knowledge management including the platforms and processes to create, publish, govern and measure content.

• Analyze organizational needs, content performance and process effectiveness to drive continuous improvement.

• Identify and manage / mitigate risk, ensuring a well-managed content management operation.

Strategize

• Provide strategic leadership and creative vision, developing and leading our knowledge management strategy, ensuring we continue to deliver the highest value work for the Channels organization.

• Connect with our stakeholder partners to understand and align strategic priorities.

• Stay up-to-date with industry trends, competitor activities, and customer needs to inform strategy and drive continuous improvement.

Connect and Partner

• Cultivate and maintain strong and collaborative relationships with the leaders of our stakeholder organizations to promote and advocate for the value our team delivers and to deeply understand the strategic needs and priorities of our partner teams.

• As part of the Customer Channels Performance Solutions senior leadership team, you will partner with other leaders to develop and support organizational strategy, enable cross-functional excellence and support the broader organization.

Qualities You Will Bring:

Leadership

• You are a thoughtful and inspirational leader that leads with head and heart while creating an environment that enables excellence.

• You are an empathetic leader that listens to your teams needs and ambitions and strives to help them succeed

Communication & Influence

• You are an effective communicator and storyteller. You can craft stories about complex issues and tailor your message to suit a diverse set of audiences including senior leaders.

• You seek out meaningful connection points, build an understanding of relationship dynamics and ensure the right stakeholders are involved to shape and drive measurable outcomes.

Change Champion

• To support an ever evolving organization, you are a thoughtful and effective change champion, providing leadership and direction through times of change and challenge.

Content Practitioner

• You "get" content and what it takes to deliver high quality, transformational content experiences in an efficient and well managed way at scale.

• You have expertise in content management systems and tools, information architecture, content analytics and content strategy.

Travel as needed to other company locations for team strategy sessions in Richmond, VA or McLean, VA (roughly once per quarter for ~3 days each time). Travel requirements will be determined by business need.

Location: This role is hybrid, where you will be expected to spend 3 days per week working in office and the remainder of the week working virtually

Basic Qualifications:

• High School Diploma, GED, or equivalent certification

• At least 5 years of people leadership experience

• At least 3 years of experience in content strategy, content design, UX writing, information architecture, or process management

Preferred Qualifications:

• At least 5 years of experience leading a knowledge management or content operations organization

• At least 5 years of experience developing and managing knowledge management systems and processes

• At least 2 years of experience leading teams in a remote environment

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

The minimum and maximum full-time annual salaries for this role are listed below, by location. Please note that this salary information is solely for candidates hired to perform work within one of these locations, and refers to the amount Capital One is willing to pay at the time of this posting. Salaries for part-time roles will be prorated based upon the agreed upon number of hours to be regularly worked.

Candidates hired to work in other locations will be subject to the pay range associated with that location, and the actual annualized salary amount offered to any candidate at the time of hire will be reflected solely in the candidate's offer letter.

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.

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 RecruitingAccommodation@capitalone.com. 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 Careers@capitalone.com

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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).