Principal Associate, Corporate Functions End User Support Specialist
Capital One
full-time
Posted on:
Location Type: Office
Location: Richmond • Virginia • United States
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Salary
💰 $98,900 - $124,300 per year
About the role
- Identify, analyze and prioritize systematic trends across end-user support requests, platform issues, audits and operational processes to uncover root causes and enterprise-level improvement opportunities.
- Lead root cause analysis for recurring learner, instructor, and administrator issues and drive solutions that address underlying process, technology, content and governance gaps - not just individual incidents.
- Own the design and execution of proactive improvement initiatives that reduce future support volume, operational risk, and platform friction.
- Partner closely with product, technology, data and release teams to translate operational pain points into clear requirements, backlog items and improvement roadmaps.
- Influence and shape governance standards, operating models, and decision frameworks to support a scalable, enterprise learning ecosystem.
- Drive continuous improvement of support and governance workflows, including intake processes, escalation paths, documentation and tooling.
- Lead small, cross-functional initiatives or workstreams related to platform stability, learner experiences and operational maturity.
- Support your people leader in prioritization decisions by providing data-driven analysis of impact, effort, risk and business impact.
- Serve as a trusted advisor to stakeholders across learning, product, and technology teams on operational and governance implications of new initiatives.
Requirements
- High School Diploma, GED or equivalent certification
- At least 3 years of experience in end-user support, platform administration, or operational support for enterprise technology systems
- At least 1 year of experience supporting process optimization initiatives that span multiple teams or stakeholders
- Bachelor’s Degree or military experience (preferred)
- Experience supporting or operating a large-scale learning management system (preferred)
- Experience partnering with product, engineering, and data teams to translate operational needs into platform or process enhancements (preferred)
- Experience leading cross-functional workstreams or improvement initiatives (preferred)
- Familiarity with learning content operations and lifecycle management (e.g., content publishing, retirement, metadata, or quality standards) (preferred)
Benefits
- Comprehensive, competitive, and inclusive set of health, financial and other benefits that support total well-being.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
root cause analysisprocess optimizationdata-driven analysisplatform administrationlearning management systemgovernance standardsoperational processesdocumentationtooling
Soft Skills
leadershipinfluencingcollaborationcommunicationtrustworthinessprioritizationanalytical thinking
Certifications
High School DiplomaGEDBachelor’s Degree