Principal Associate, CMS Operations and Support Specialist – CDX

Capital One

. Own Foundry Support Slack channel and manage 30–50 Tier 1 requests per week .

Posted 9/15/2026full-timeRichmond • Illinois • United StatesJuniorMid-Level💰 $109,900 - $137,900 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in managing user access controls and account permissions, with a strong background in enterprise content management systems and platform management. Proficient in coordinating support operations, monitoring performance metrics, and enhancing user experience through effective communication and documentation.

Highest-signal resume keywords

User Access ManagementEnterprise Content ManagementPlatform ManagementPerformance Metrics MonitoringGenAI Implementation

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

User Access ControlsAccount Permissions ManagementContent Management Systems AdministrationPlatform ManagementSLA TrackingDocumentation MaintenanceJira TicketingConfluence Board ManagementKPI Dashboard MaintenanceFeedback Triage

Soft Skills

Customer AdvocacyCommunicationCollaborationProblem-SolvingTraining Coordination

Tools & Technologies

SlackJiraConfluenceAllAccessKPI Dashboards

Industry Keywords

Financial ServicesRegulated IndustryMarketing EcosystemAutomationGenAI

About the role

Key responsibilities & impact

Own Foundry Support Slack channel and manage 30–50 Tier 1 requests per week
Answer how-to questions, help clients obtain CaaS platform access via AllAccess, clear caches, and guide users through documentation
Transition complex issues to Tier 2 Jira tickets and ensure complete intake context
Lead daily support check-ins, triage Tier 2 Jira tickets, and update the Confluence project board
Represent the customer voice during prioritization meetings
Manage and approve user access requests
Support redesigned onboarding, review intake, assist with domain provisioning, and track SLAs
Monitor duplicate or ghost domains and inactive users
Own backlog grooming, board maintenance, and sprint opening/closing
Maintain Slack and KPI dashboards, monitor performance metrics, and alert the team when SLAs are at risk
Triage in-platform feedback and tag themes for NPS and Voice of the Customer pipelines
Draft and distribute the Foundry newsletter, release notes, and system status updates
Maintain self-service documentation, decision-tree guides, and chatbot datasets
Coordinate webinars and training-session logistics and materials

Requirements

What you’ll need

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
5+ years of platform management or CMS operations experience preferred
5+ years experience in a marketing role preferred
5+ years of experience in financial services, or another highly regulated industry preferred
2+ years of experience evaluating or implementing GenAI, automation, or new technology integrations within a marketing ecosystem preferred
Capital One will not sponsor a new applicant for employment authorization for this position

Benefits

Comp & perks

Performance based incentive compensation, which may include cash bonus(es) and/or long term incentives (LTI)
Comprehensive, competitive, and inclusive health, financial and other benefits supporting total well-being
Reasonable accommodations for applicants who require them