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Principal Associate, CMS Operations and Support Specialist- CDX

Capital One · Chicago, IL · Full time

Posted Sep 15, 2026 · We last checked this listing on Oct 6, 2026

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Likely interview questions for this role

Written from this job description, not a generic list. Each one notes what the interviewer is really checking.

About your past

Tell me about a content management system you administered. What did you own day to day, and what did you hand off to engineering?

What they are checking: How clearly they understand where admin work ends and engineering work begins, which is the whole point of this role.

Describe a time you wrote documentation or training that actually cut down the number of support requests. How did you know it worked?

What they are checking: Whether they treat repeat tickets as a signal to fix the root cause through enablement, and measure the result.

Tell me about a time you had to tell a frustrated internal user that their request could not be done the way they wanted.

What they are checking: Whether they can hold a platform standard and still leave the user with a workable path forward.

What would you do

You'd own Tier 1 support for our Content-as-a-Service platform. Walk me through how you'd triage a queue where an authoring bug, an access request and a broken publish are all waiting.

What they are checking: Whether they rank tickets by customer impact and risk rather than by arrival order or by what is easiest.

The posting says you'll offload operational tasks from engineering. How would you figure out which tasks to take over first?

What they are checking: Whether they measure where engineers lose time before deciding what to absorb, instead of guessing.

An engineering lead pushes back and says a recurring issue is user error, not a platform problem. You think the tool is confusing. What do you do?

What they are checking: Whether they can bring evidence from tickets to influence product and engineering without turning it into blame.

How would you use support data to influence the Foundry product roadmap?

What they are checking: Whether they see Tier 1 as a source of product insight, not just a queue to close out.

About the work

What does good operational hygiene look like on a headless CMS used by many teams? What would you check every week?

What they are checking: Whether they think about stale content, unused models, orphaned permissions and audit trails, not just uptime.

A content author says a page published fine in the CMS but customers in the mobile app still see the old copy. How do you work that problem?

What they are checking: Their grasp of the delivery chain from authoring to API to cache to client, and how to isolate where it broke.

How would you set up user roles and permissions on a platform that serves every line of business at a bank?

What they are checking: Their sense of least privilege and governance where a wrong publish could reach millions of customers in a regulated setting.

What metrics would you report to show the platform is healthy and support is working?

What they are checking: Whether they pick measures like time to resolve, repeat-issue rate and self-service adoption over vanity counts.

Practice this interview out loud.

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The full job description

As published by Capital One.

Principal Associate, CMS Operations and Support Specialist- CDX Principal Associate, CMS Operations and Support Specialist- CDX This role is within Capital One’s Consumer & Developer Experience (CDX) organization, on the Platform Administration & Governance team. CDX is responsible for Capital One’s digital customer experiences, including its award winning mobile app, its online presence, and Enterprise-grade products and platforms used across all lines of business. Our team is responsible for administering and governing these platforms, and advising on the large-scale transformation of our content supply chain to unlock highly personalized, intelligent experiences for millions of current and prospective customers. The Platform Administration & Governance Team is seeking an experienced, detail-oriented platform administrator with experience managing content management systems to join Capital One as our CMS Operations and Support Specialist. As the CMS Operations and Support Specialist, you will be the frontline champion for our proprietary Content-as-a-Service (CaaS) platform, and its users, within our Foundry ecosystem. You will be the guardian of our platform’s operational hygiene and a critical force multiplier for Foundry’s product and engineering teams. You will own CaaS Tier 1 support, offloading critical operational tasks from our engineering team and leadership. You will manage incoming requests, keep our Jira and sprint boards immaculate, and ensure our support data is accurate and actionable. WHAT YOU’LL DO Platform Support and User Advocacy • Frontline Support: Own our Foundry Support Slack channel, managing an average of 30–50 Tier 1 requests per week (answering "how-to" questions, helping clients get access to the CaaS platform via AllAccess, performing basic tasks like clearing caches, and guiding users through documentation). • Intake & Escalation Management: Smoothly transition complex issues to Tier 2 Jira tickets. Guide clients through the intake form process and ensure all necessary context and data are gathered upfront so engineers can dive straight into working on tickets without back-and-forth communication. • Daily Check-Ins & Triage: Lead the daily support check-ins, triage Tier 2 Jira tickets, and update the Confluence project board. You will actively represent the customer's voice during prioritization meetings. Operational Governance & Access Control • Access Management: Manage and approve user access requests • Onboarding Execution: Support the rollout of our redesigned onboarding process, managing intake reviews, assisting with domain provisioning, and rigorously tracking SLAs • Governance Policing: Actively monitor for duplicate or "ghost" domains and inactive users Agile Ceremonies & Data Hygiene • Sprint & Jira Hygiene: Own backlog grooming, board maintenance, and the opening/closing of sprints • KPIs & Dashboard Upkeep: Maintain our Slack and KPI dashboards. Monitor performance metrics and proactively alert the team if SLAs are at risk of being missed. • Feedback Ingestion: Monitor the in-platform feedback widget, triaging submissions and tagging key themes to feed into our Net Promoter Score (NPS) and Voice of the Customer (VoC) pipelines Agile Ceremonies & Data Hygiene • Customer Communications: Draft and distribute the Foundry newsletter, release notes, and regular system status updates. • Knowledge Management: Maintain and update our self-service documentation, decision-tree guides, and chatbot datasets. • Training Logistics: Coordinate the scheduling and materials for team webinars and training sessions. BASIC QUALIFICATIONS • 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 PREFERRED QUALIFICATIONS • 5+ years of platform management or CMS operations experience • 5+ years experience in a marketing role • 5+ years of experience in financial services, or another highly regulated industry • 2+ years of experience evaluating or implementing GenAI, automation, or new technology integrations within a marketing ecosystem 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. Sales Territory: $109,900 - $125,400 for Principal Associate, Marketing McLean, VA: $120,800 - $137,900 for Principal Associate, Marketing Riverwoods, IL: $109,900 - $125,400 for Principal Associate, Marketing Richmond, VA: $109,900 - $125,400 for Principal Associate, Marketing 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. 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 1-800-304-9102 or via email at RecruitingAccommodation@capitalone.com . All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations. For technical support or questions about Capital One's recruiting process, please send an email to Careers@capitalone.com Capital One does not provide, endorse nor guarantee and is not liable for third-party products, services, educational tools or other information available through this site. 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).

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