Principal Associate, CMS Operations and Support Specialist- CDX

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.

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.

Capital One offers a comprehensive, competitive, and inclusive set of health, financial and other benefits that support your total well-being. Learn more at theCapital One Careers website. Eligibility varies based on full or part-time status, exempt or non-exempt status, and management level.