Principal Associate, Corporate Functions End User Support Specialist

Capital Ones 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.

The ideal candidate for this role is:

• 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 teams 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.

What Youll Do:

• 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.

Basic Qualifications:

• 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:

• Bachelors 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)

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 candidates 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.

If you have visited our website in search of information on employment opportunities or to apply for a position and you require an accommodation please contact Capital One Recruiting at 1- or via email at . All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations.

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Capital One Financial is made up of several different entities. Please note that any position posted in Canada is for Capital One Canada any position posted in the United Kingdom is for Capital One Europe and any position posted in the Philippines is for Capital One Philippines Service Corp. (COPSSC).