Manager - Knowledge Management, Learning & Knowledge (Hybrid)

Capital One; Richmond (VA); On-site; USD 122,000 - 139,000; Full time

Job summary

Capital One is seeking an experienced Manager of Knowledge Management, Learning & Knowledge to lead content strategy, knowledge solutions, and project delivery. The role supports agent performance by creating effective knowledge experiences and coordinating cross-functional initiatives in a hybrid environment.

You will partner with senior leaders to shape initiatives, oversee content governance, and enable teams across the Card Shared Services Learning & Knowledge group.

Qualifications

• 4+ years experience in content strategy, UX writing, communications, or marketing.
• 2+ years of project or process management experience
• High School Diploma, GED, or equivalent certification

Responsibilities

• Lead the end-to-end planning, execution, and delivery of strategic projects and programs.
• Collaborate with cross-functional teams to refine the operating model and drive process improvements.
• Translate strategic objectives into actionable initiatives and roadmaps with senior leadership.
• Foster accountability, mentorship, and excellence within the team in content strategy and knowledge sharing.

Skills

Content strategy

UX writing

Communications

Project management

Stakeholder management

Tools

Google Suite

Microsoft Office

Job description

Manager - Knowledge Management, Learning & Knowledge (Hybrid) We are seeking an experienced Knowledge Manager to join our team. Capital One’s Card Shared Services: Learning & Knowledge (L&K) team ensures that customer service agents and their leaders have the knowledge and skills to help our agents solve problems for millions of customers. We’re a team of learning, knowledge, technology, and data experts who are passionate about enabling agent performance through innovative skill development and content solutions. It’s an exciting time to join our team. We’re on a content transformation journey – one that involves redesigning how we approach, create, present and manage agent content 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 for our agents.

Core responsibilities

• Project and Program Leadership: Lead the end-to-end planning, execution, and delivery of strategic projects and programs. Proactively identify and mitigate potential roadblocks, ensuring projects stay on track and achieve desired outcomes. Manage stakeholder expectations and provide regular, transparent updates on project progress.
• Horizontal Operating Model Support: Collaborate with cross-functional teams to refine our horizontal operating model that optimizes processes, improves communication, and enhances overall team efficiency. Identify opportunities for process improvement and standardization across different departments to foster a more cohesive and agile work environment.
• Strategic Initiative Leadership & Support: Partner with senior leadership to translate strategic objectives into actionable initiatives and roadmaps. Lead and/or provide critical support to strategic initiatives, from ideation and definition through execution and post-implementation review. Conduct research, analysis, and provide insights to inform strategic decision-making.
• Team Enablement & Leadership: Foster a culture of accountability, continuous improvement, and excellence within the team. Provide guidance, mentorship, and support to team members to enhance their skills and capabilities. Champion best practices in content strategy, project management, knowledge sharing, and inter-team collaboration.

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 4 years experience in content strategy, UX writing, communications, or marketing
• At least 3 years of project or process management experience
• At least 2 years of experience using Google Suite or Microsoft Office

Preferred Qualifications

• 5+ years of experience in content strategy, UX writing, communications, or marketing
• 2+ years of relationship management experience

Salary and Compensation

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.

• McLean, VA: $134,400 - $153,300 for Knowledge Manager
• Richmond, VA: $122,100 - $139,400 for Knowledge Manager

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.

Benefits

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.

Additional Information

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.

Equal Opportunity Employer

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.