Principal Associate, Corporate Functions End User Support Specialist
Role details
Job location
Tech stack
Job description
Capital One's Enterprise Learning Platform and Operations team is seeking a strategic, detail-oriented Principal Associate to help lead and continuously improve end-user support and governance for our enterprise Learning Management System (LMS), One Learn, and related learning technologies. This individual contributor will operate in a highly cross-functional environment and play a critical role in identifying trends, uncovering root causes, and driving proactive, scalable improvements and efficiencies across our learning ecosystem.
Working closely with the LMS Support & Governance Lead, this role will help shape and execute our learning technology governance strategy to ensure a clean, well-maintained platform environment, strong operating standards, a high-quality learner and administrator experience, and an efficient user support model., * 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
- A strategic partner who stays current with both learning and operations trends.
- A solutions-oriented problem solver who likes to go deep to understand the root causes of how processes are structured and work and identify analytically-backed, creative ways to reduce friction and enhance our team's operations.
- An iterative results driver who is comfortable in a fast-paced environment with engagement in multiple initiatives simultaneously. The individual enjoys connecting dots that enable regular step-change enhancements to our processes.
- A proactive team player with a proven ability to collaborate with various levels in an organization., * 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
Preferred Qualifications:
- Bachelor's Degree or military experience
- Experience supporting or operating a large-scale learning management system
- Experience partnering with product, engineering, and data teams to translate operational needs into platform or process enhancements
- Experience leading cross-functional workstreams or improvement initiatives
- Familiarity with learning content operations and lifecycle management (e.g., content publishing, retirement, metadata, or quality standards)
Benefits & conditions
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: $108,900 - $124,300 for Learning Consultant
Richmond, VA: $98,900 - $112,900 for Learning Consultant
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 (https://www.capitalonecareers.com/benefits) . Eligibility varies based on full or part-time status, exempt or non-exempt status, and management level.
