Associate Project Manager - Knowledge Content Manager (Remote)
Not Disclosed•Full-TimeOn-site
location_on784, South 3rd Street, Wilmington, New Hanover County, North Carolina, 28401, United States
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 to serve clients effectively.
You will act as the bridge between complex immigration laws and practical application. A strong understanding of U.S. immigration law—including the policies and practices governing entry, stay, and citizenship—is essential to curate content that is both legally accurate and operationally useful. You will work closely with the client's content team to integrate information that may not yet be housed in the database, ensuring a comprehensive knowledge repository.
In this position, you will not only manage content but also drive process improvement. You will recommend tools and workflows that enhance automation and collaboration, assess the knowledge base for gaps or inaccuracies, and design training materials to support the knowledge management lifecycle. Your work ensures that every script and resource provided to agents reflects the correct, current information.
You will be part of a team dedicated to optimizing contact center operations through high-quality content management. This role requires cross-functional collaboration to ensure maximum efficiency and accuracy in documentation, working alongside internal teams to build robust document management processes and procedures.
Maximus is committed to a fair and accessible hiring process. We provide reasonable accommodations to individuals requiring assistance during any phase of the employment process due to a disability, medical condition, or physical or mental impairment.
If you require assistance at any stage—including accessing job postings, completing assessments, or participating in interviews—please contact People Operations at applicantaccom@maximus.com.
Maximus is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, age, national origin, disability, veteran status, genetic information, and other legally protected characteristics. We strive to build a diverse workforce that reflects the communities we serve.
Work model: On-site
784, South 3rd Street, Wilmington, New Hanover County, North Carolina, 28401, United States
Wilmington, North Carolina
Experience working at a contact center and deep knowledge of contact center trends and best practices as it relates to knowledge/content management. Experience developing content tailored to the needs of contact center agents and customers. Experience working in a government or federal contracting environment. Certifications such as Certified Knowledge Manager (CKM) or AIIM Certified Information Professional (CIP).
Maximus • Cleveland, Ohio
Maximus • Tampa, Florida
Maximus • On-site
Skills: Project Management, Sharepoint, Content Management Systems, Immigration Law, Knowledge Management, Information Governance, Analytics, Plain Language, Business Writing, Contact Center.
Education: Bachelor's degree in related field (or equivalent experience).