Content Manager – Federal Contact Center (Remote)
ITCON Services is a forward-thinking consulting firm delivering innovative technology and management solutions that help our federal clients achieve mission success. We pride ourselves on fostering a collaborative, high-performance environment where experienced professionals can make a meaningful impact.
ITCON is seeking an experienced Content Manager to lead content and knowledge management activities for a large-scale federal contact center program. Working closely with program leadership, federal stakeholders, training, quality assurance, and contact center operations, this role will ensure frontline customer service teams have access to accurate, timely, compliant, and easy-to-understand information.
The ideal candidate is a detail-oriented content professional with exceptional writing and analytical skills who can translate complex federal policies, regulations, and procedures into clear, plain-language content for frontline customer service representatives and the customers they support.
What You’ll Do
- Manage the full lifecycle of contact center content, including knowledge articles, scripts, job aids, Standard Operating Procedures (SOPs), decision trees, and other agent-facing resources.
- Continuously review and audit existing content to identify outdated information, gaps, inconsistencies, redundancies, and opportunities for improvement.
- Draft, revise, publish, and retire content within government-provided Customer Relationship Management (CRM) and knowledge management platforms.
- Translate complex federal policies, regulations, procedures, and program requirements into clear, accurate, plain-language content that agents can easily understand and communicate to customers.
- Develop content using scannable formatting, decision trees, escalation guidance, and other techniques designed to improve usability during live customer interactions.
- Respond quickly to policy changes, operational surges, national events, or other emerging requirements by developing and deploying updated scripts, alerts, banners, and agent guidance.
- Serve as a key liaison between the Government Content Team, program leadership, and contact center operations.
- Coordinate content changes with federal stakeholders to ensure information is factually accurate, compliant, and approved prior to implementation.
- Establish and maintain effective feedback processes between government content owners and frontline contact center operations.
- Partner with training and quality assurance teams to support the successful rollout and adoption of new or revised content.
- Analyze call drivers, chat transcripts, secure messages, agent feedback, performance data, and other operational information to identify content-related issues and opportunities for improvement.
- Partner with Quality Assurance to evaluate whether scripts and knowledge content are being used correctly and consistently.
- Identify ambiguous or unclear content that could result in inaccurate information being provided to customers and coordinate appropriate revisions.
- Track content updates, approvals, version history, and other documentation to support federal compliance and audit readiness.
- Support continuous improvement initiatives designed to improve agent efficiency, content accuracy, customer experience, and overall service delivery.
What You Bring
- Strong experience in content management, knowledge management, business writing, analytics, plain-language writing, policy interpretation, or a related discipline.
- Exceptional command of the English language with demonstrated ability to translate complex technical, regulatory, policy, or legal information into clear and accessible content.
- Experience developing and managing knowledge articles, scripts, SOPs, job aids, and other operational content.
- Strong analytical skills with the ability to use operational data and feedback to identify content gaps and improve information quality.
- Experience collaborating with multiple stakeholders to review, approve, and implement content changes.
- Ability to manage multiple content priorities and respond quickly to changing policies, procedures, and operational requirements.
- Strong attention to detail and commitment to accuracy, consistency, and compliance.
- Excellent oral and written communication skills.
- Strong organizational, analytical, decision-making, and problem-solving skills.
- Ability to work effectively in a fast-paced, mission-critical environment.
- Proficiency with Microsoft Office Suite, including Word, Excel, Outlook, and PowerPoint.
Requirements
- 5+ years of professional experience in analytics, business writing, plain-language translation, policy or regulatory content, immigration law, knowledge management, or related content-focused work.
- Demonstrated experience translating complex technical, legal, regulatory, or policy information into clear, plain-language content.
- Experience developing and maintaining professional content such as knowledge articles, scripts, SOPs, job aids, policies, procedures, or similar materials.
- U.S. Citizenship required.
- Must be eligible to obtain and maintain the required government Public Trust clearance.
- Must reside within the continental United States, Alaska, Hawaii, or Puerto Rico.
Preferred Qualifications
- Bachelor’s degree in Communications, English, Journalism, Public Policy, Business, or a related field.
- Professional fluency in Spanish.
- Experience supporting a federal government contact center or other large-scale customer service operation.
- Experience managing knowledge bases within a high-volume federal or enterprise contact center.
- Experience with Salesforce Knowledge or similar CRM/knowledge management platforms.
- Experience working with contact center operations, training, quality assurance, and/or workforce teams.
- Familiarity with contact center performance metrics and the use of operational data to improve content and customer experience.
- Experience with UX writing, content design, or human-centered design principles.
- Experience developing content for high-volume phone, chat, secure messaging, or other customer service channels.
- Knowledge of federal immigration programs, policies, regulations, or procedures is highly desirable.
Why Join ITCON?
- Opportunity to support a mission-critical federal program serving a large customer population.
- High-impact role directly influencing the quality and consistency of information provided to customers.
- Opportunity to collaborate with federal stakeholders, program leadership, and contact center operations.
- Collaborative and supportive team environment.
- Competitive compensation and benefits.
- Professional development opportunities.
- 100% remote flexibility.
Equal Opportunity Employer
ITCON Services, LLC is an Equal Opportunity and Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other protected class under applicable law.
