Content Manager, Associate

2 weeks ago

Toronto, Canada Capital One Full time

161 Bay Street (93021), Canada, Toronto,Toronto, Ontario,

Content Manager, Associate

**The Capital One **Brand **way.**

You might know us as a credit card company, but we’re about much more than that. We’re a data-driven company that is inspired by our customers’ needs, and passionate about making their lives simpler.

Our product managers build experiences that help to make a difference in our customers’ lives, while enhancing their relationship with credit. They start with a problem, gain insights around it, and then come up with solutions that meet their needs.

We’re all-in on the cloud and leaders in the adoption of open-source, RESTful APIs, microservices, and containers. We build our own products and release them with speed and agility.

**Working with us**

How do we do things at Capital One? We listen — to our people, and to our customers. We change with the times and have adopted a flexible hybrid model (remote and/or in-office). A flexible hybrid working model is one that creates the opportunity to match the work that we do to the environment that best supports that work. We recognize that everyone has a unique working pattern so we’re open to discussing flexible working arrangements that will best accommodate you.

We want our associates to have a voice, and we’re committed to diversity, inclusion and belonging. We give everyone a seat at the table, bringing together different perspectives, backgrounds, and experiences to help challenge the status quo and create the best outcomes for everyone.

We’re focused on helping associates live well—physically, financially and emotionally. When you join us, we support you and those who are most important to you, offering full coverage for spouses, domestic partners, and dependents. We’ve designed our benefits program to be flexible, comprehensive and consistent across our organization. From health and fitness centers and discounts, to training and professional development programs—and much more—you’ll discover that Capital One is committed to helping you live your best life.

**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 information. We need folks like you who find these things exciting.

**What we value**:

- Curiosity: You will be driven to proactively seek information and the best solutions for our agents.
- Collaboration: You will partner across the enterprise to make sure the right content decisions are made.
- Confidence: You will drive significant results that will influence the experience of millions of customers.
- Meticulousness: You will hold a high bar for information delivery and the content management lifecycle.

**What you will learn**:

- Our customers: You will learn about the experience of our customers, as if you were an agent taking a call yourself. You’ll learn what questions customers have, how they interact with our products, and what their information needs are, to ensure their inquiries are resolved the first time.
- Our agents: You will learn what our agents do, how they do it, and what challenges they face.
- Our business: You will learn about our systems, platforms, products and policies.
- Our partners: You will partner with product, tech, ops, and business leads and learn how to support their information sharing needs.

**What you will do**:

- Have a deep understanding of both user and content needs, in order to develop content strategy and design, for executing those needs via our content management systems
- 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 usage, developing new content ideas for the future
- Understand how the content solutions delivery process is performing and lead continuous improvement efforts
- Adhere to processes to create, publish, and govern content solutions
- Comply with information architecture and metadata standards
- Promote knowledge sharing through our horizontal business processes
- Have meticulous attention to detail and enjoy writing, grammar, and proofreading exercises
- Interact with upstream and downstream stakeholders to educate them on knowledge management resources
- Partner with a variety of stakeholders to develop communication strategies for call centre agents
- ** Basic Qualifications**:

- Proficient in HTML, Adobe Dreamweaver, G-Suite (Doc, Sheets, Slides).
- 1-2 years of experience in content management
- 1+ year of content management systems such as WordPress or Sharepoint
- Degree
- Preferred Qualifications:

- Degree in Communications, Library Science, Information Management, or Computer Science
- Content strategy experience
- 1-2 years process management experience

Be ready to join a community with some of the smartest people you’ve ever met, who see the customer first, and want to use th

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