Knowledge Manager - Horizontal Content Integration (Hybrid)
Capital One - Mc Lean, Virginia, us, 22107![Capital One](/api/image?src=https%3A%2F%2Fgeneral-board-default.s3.us-east-2.amazonaws.com%2Fpublic%2Fimages%2Fdesk-360x180.webp&w=640&q=75&f=webp)
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Overview
Horizontal Content Integration Knowledge Manager
is an individual contributor role within the Customer Services and Strategy organization that will lead an effort to establish and support the infrastructure, processes and governance to enable the centralized management of servicing content, unlocking the value of next generation servicing experiences for our agents and customers.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 redesigning how we structure, create, manage and render content to enable horizontal content experiences and fuel emerging AI technologies in areas that will drive high business value and 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.What You'll Do:Influence
As we explore opportunities to transform how we effectively manage servicing content, you will advocate for well-managed solutions that deliver effective and efficient content management capabilities and practices.
You will partner with Product, Tech and Strategy teams to evaluate solutions and processes to ensure alignment with our strategic needs and industry best practices.
You will help to shape our content and data strategy to unlock target experiences and enable effective content management.
Deliver
You will manage and sequence multiple deliverables concurrently including delivery of business and technical requirements, process definition, content modeling and other project related collateral.
You will lead the implementation of new content management technologies and practices into our existing operations model, ensuring a seamless and well-managed integration experience.
You will lead the implementation of a new content architecture capability, including content models, templates, usage guidelines, training, and content change control processes.
Partner
Work closely with colleagues across Capital One including: Product, Tech, Servicing Strategy, Operations and others to develop and implement content solutions.
As part of the Knowledge Management leadership team, you will work closely with other leaders to ensure the thoughtful and effective integration of new content products, processes and principles for the Knowledge Management team and partner organizations.
You will engage with other leaders across the Performance Solutions organization to learn about strategic priorities, share updates on our content transformation and ensure the needs of the organization are reflected in proposed solutions.
Lead
As the leader of transformational change, you will champion change by leading our organization and partner teams through thoughtful action plans, frequent communication and the resilience to resolve impediments and remove barriers as they occur.
Communicate
As the leader of transformational work, you will craft and share the story of our journey to ensure our team, our stakeholders and our partner teams have a deep understanding of our work and the impact and value it is delivering.
Qualities You Will Bring:Enterprise Content Management Knowledge
You are an experienced content leader with a deep understanding of the technologies, data, processes and practices that underpin a well managed content operation.
You are a content person. You understand and advocate for content solutions that are well managed, measurable, scalable and valuable.
Organization / Results Focus
You have strong project management, organizational and time management skills.
You have a track record of balancing multiple priorities simultaneously with the ability to adapt to the changing needs of the business, while meeting deadlines.
Communication
You have excellent verbal and written communication skills with the ability to effectively interact with internal and external stakeholders, including senior leadership.
Leadership
Your expertise enables you to influence those around you while leading and guiding others. You know what it takes to bring people together to accomplish a common goal and deliver impactful results.
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 about half of your working time in office and half working virtually.Basic Qualifications:
High School Diploma, GED, or equivalent certification
At least 3 years of experience in content management, content strategy, information architecture, or content product management (such as Content Management Systems)
At least 2 years of experience implementing and managing content management systems and processes
At least 2 years of experience with DITA, or at least 2 years of experience in structured content modeling
Preferred Qualifications:
At least 2 years of experience as a people leader, project manager, or product manager in a content management organization
At least 3 years of experience in the application of DITA content modeling and content ontology modeling tools
At least 1 year of experience deploying enterprise content solutions
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.This role is expected to accept applications for a minimum of 5 business days. 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 (including pregnancy, childbirth or related medical conditions), race, color, age, national origin, religion, disability, genetic information, marital status, sexual orientation, gender identity, gender reassignment, citizenship, immigration status, protected veteran status, or any other basis prohibited under applicable 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.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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