Senior Manager, Structured Content Management (Hybrid)

Senior Manager, Structured Content Management (Hybrid)

We're looking for an experienced Senior Manager to lead a team of content professionals in establishing and maturing our strategic structured content ecosystem, which will serve as the core blueprint for how we manage and deliver customer servicing intent.

 

Who We Are

We are a team of content professionals, dedicated to delivering clear, consistent, and effortless experiences across all customer touchpoints. We drive business value by creating and managing content that serves as the foundation for enabling our servicing experiences. We're a fast-paced, collaborative team committed to innovation and operational excellence.

 

What We Do

We are responsible for the end-to-end strategy, governance, creation, management, and optimization of content that supports our customer servicing channels. We are on a transformational journey to redesign and rebuild our content ecosystem, shifting from a traditional document-centric content model to a modern, modular, and structured approach that enables omnichannel delivery, personalization, and AI assisted servicing. 

 

Why We Need You

You will be the key people leader and strategic driver for maturing our structured content practice. We need your proven leadership to guide and mentor our talented content practitioners, ensuring the successful implementation of a scalable structured content model and architecture. Your expertise in content technology and your ability to influence senior stakeholders will be critical in driving adoption and proving the return on investment of this foundational shift in content management.

 

What You Will Do

• People Leadership & Development: Lead, coach, and mentor a team of ~5-6 content specialists, fostering a culture of high performance, accountability, and continuous improvement in structured content authoring and practice.

• Strategic Content Management: Define and champion the long-term vision, strategy, and roadmap for structured content management, ensuring it aligns with business goals for customer servicing intent and experience.

• Structured Content Expertise: Oversee the development, documentation, and implementation of structured content models, taxonomies, metadata schema, and governance frameworks.

• Content Platform Enablement: Partner closely with Capital One’s Product and Tech teams to design, develop and optimize our structured content management system and content experiences, ensuring they effectively deliver on business goals. 

• Stakeholder Management & Influence: Serve as a key advocate for structured content, effectively communicating its value and impact to senior executives and cross-functional partners (e.g., Product, Tech, Strategy, Operations, etc.) to secure buy-in and investment.

• Operational Excellence: Establish key performance indicators (KPIs) and metrics to monitor the health, efficiency, and business impact of the structured content ecosystem, driving data-informed decisions and optimizations.

 

Qualities You Will Bring

• Exceptional People Leader: Proven experience in managing, motivating, and supporting content teams, with a focus on developing talent and achieving team objectives.

• Visionary Strategic Thinker: Ability to translate complex business problems into clear, executable strategies and roadmaps. A strong aptitude for developing proactive and innovative strategies that effectively leverage emerging technologies to drive growth, enhance efficiency, and create new opportunities. 

• Influence: Demonstrated track record of managing complex stakeholder landscapes, navigating organizational networks, and driving consensus across diverse functional groups.

• Deep Content Architecture Acumen: Strong practical understanding and experience with the principles and practical application of structured content authoring standards, content modeling, and associated technologies.

• Communication: Excellent verbal and written communication skills, with the ability to articulate technical content concepts to non-technical executive audiences.

 

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