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Richmond, Virginia, United States
Onsite
Not Available
Principal Associate, CMS Operations and Support Specialist- CDX
This role is within Capital One’s Consumer & Developer Experience (CDX) organization, on the Platform Administration & Governance team. CDX is responsible for Capital One’s digital customer experiences, including its award winning mobile app, its online presence, and Enterprise-grade products and platforms used across all lines of business. Our team is responsible for administering and governing these platforms, and advising on the large-scale transformation of our content supply chain to unlock highly personalized, intelligent experiences for millions of current and prospective customers.
The Platform Administration & Governance Team is seeking an experienced, detail-oriented platform administrator with experience managing content management systems to join Capital One as our CMS Operations and Support Specialist.
As the CMS Operations and Support Specialist, you will be the frontline champion for our proprietary Content-as-a-Service (CaaS) platform, and its users, within our Foundry ecosystem. You will be the guardian of our platform’s operational hygiene and a critical force multiplier for Foundry’s product and engineering teams. You will own CaaS Tier 1 support, offloading critical operational tasks from our engineering team and leadership. You will manage incoming requests, keep our Jira and sprint boards immaculate, and ensure our support data is accurate and actionable.
WHAT YOU’LL DO
Platform Support and User Advocacy
Frontline Support: Own our Foundry Support Slack channel, managing an average of 30–50 Tier 1 requests per week (answering "how-to" questions, helping clients get access to the CaaS platform via AllAccess, performing basic tasks like clearing caches, and guiding users through documentation).
Intake & Escalation Management: Smoothly transition complex issues to Tier 2 Jira tickets. Guide clients through the intake form process and ensure all necessary context and data are gathered upfront so engineers can dive straight into working on tickets without back-and-forth communication.
Daily Check-Ins & Triage: Lead the daily support check-ins, triage Tier 2 Jira tickets, and update the Confluence project board. You will actively represent the customer's voice during prioritization meetings.
Operational Governance & Access Control
Access Management: Manage and approve user access requests
Onboarding Execution: Support the rollout of our redesigned onboarding process, managing intake reviews, assisting with domain provisioning, and rigorously tracking SLAs
Governance Policing: Actively monitor for duplicate or "ghost" domains and inactive users
Agile Ceremonies & Data Hygiene
Sprint & Jira Hygiene: Own backlog grooming, board maintenance, and the opening/closing of sprints
KPIs & Dashboard Upkeep: Maintain our Slack and KPI dashboards. Monitor performance metrics and proactively alert the team if SLAs are at risk of being missed.
Feedback Ingestion: Monitor the in-platform feedback widget, triaging submissions and tagging key themes to feed into our Net Promoter Score (NPS) and Voice of the Customer (VoC) pipelines
Agile Ceremonies & Data Hygiene
Customer Communications: Draft and distribute the Foundry newsletter, release notes, and regular system status updates.
Knowledge Management: Maintain and update our self-service documentation, decision-tree guides, and chatbot datasets.
Training Logistics: Coordinate the scheduling and materials for team webinars and training sessions.
BASIC QUALIFICATIONS
Bachelor’s Degree or Military experience
At least 4 years of experience managing user access controls or account permissions
At least 2 years of experience administering enterprise content management systems
PREFERRED QUALIFICATIONS
5+ years of platform management or CMS operations experience
5+ years experience in a marketing role
5+ years of experience in financial services, or another highly regulated industry
2+ years of experience evaluating or implementing GenAI, automation, or new technology integrations within a marketing ecosystem
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.
Sales Territory: $109,900 - $125,400 for Principal Associate, Marketing
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.
This role is also eligible to earn performance based incentive compensation, which may include cash bonus(es) and/or long term incentives (LTI). Incentives could be discretionary or non discretionary depending on the plan.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 (EOE, including disability/vet) committed to non-discrimination in compliance with applicable federal, state, and local laws. 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 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
Capital One does not provide, endorse nor guarantee and is not liable for third-party products, services, educational tools or other information available through this site.
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).
