Associate Project Manager - Knowledge Content Manager (Remote)
Not Disclosed•Full-TimeOn-site
location_onOn-site
About the Role
The Knowledge Content Manager serves as a Subject Matter Expert supporting the Program Manager in delivering, operating, and maintaining knowledge management capabilities for the contact center. This role is critical for ensuring that agents have access to accurate, up-to-date information by developing and managing the knowledge content they rely on daily.
You will act as a bridge between the client's content team and internal operations, incorporating new information into the database and recommending process improvements to enhance automation and collaboration. A key part of your mission is to continuously assess the knowledge base for inaccuracies or gaps, working quickly to resolve issues and ensure all resources provided to agents contain correct information. This includes determining which scripts and knowledge articles require revision or removal.
Success in this position requires a strong understanding of U.S. immigration law, including the laws, policies, and practices governing entry, stay, and citizenship. You will leverage this expertise to build robust document management processes, design workflows, and create training materials that support the knowledge management lifecycle.
Work location
Work model: On-site
On-site
Key Responsibilities
- check_circleDevelop and manage knowledge content used by contact center agents
- check_circleBuild and maintain knowledge base in SharePoint or other Content Management Systems
- check_circleAssess knowledge base needs, inaccuracies, and gaps to ensure content accuracy
