Principal Associate, Corporate Functions End User Support Specialist
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.
**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 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.
What You’ll 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: ****
- 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)
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.
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. Eligibility varies based on full or part-time status, exempt or non-exempt status, and management level.
This role is expected to accept applications for a minimum of 5 business days.
No agencies please. Capital One is an equal opportunity employer (EOE, including disability/vet) committed to non-discrimination in compliance with applicable federal, state, and local laws. Capital One promotes a drug-free workplace. Capital One will consider for employment qualified applicants with a criminal history in a manner consistent with the requirements of applicable laws regarding criminal background inquiries, including, to the extent applicable, Article 23-A of the New York Correction Law; San Francisco, California Police Code Article 49, Sections 4901-4920; New York City’s Fair Chance Act; Philadelphia’s Fair Criminal Records Screening Act; and other applicable federal, state, and local laws and regulations regarding criminal background inquiries.
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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).