Contact Center Content Manager

Systems Integration, Inc.; Washington (District of Columbia); On-site; USD 60,000 - 80,000; Full time

Job summary

A leading IT solutions provider is seeking a Content Manager in Washington, DC to oversee the development, maintenance, and management of program content for a government-contract center. You will ensure content accuracy, manage daily escalations, and collaborate with stakeholders. The ideal candidate has strong content management skills and a Bachelor's degree in a related field, along with experience in the government sector. This role requires strong communication along with supervisory capabilities.

Qualifications

• Experience in content management, knowledge management, or documentation development.
• Strong writing, editing, and content design skills.
• Ability to analyze processes and recommend improvements.
• Experience working with government programs or in a contact center environment is preferred.
• Strong communication and stakeholder-management skills.

Responsibilities

• Create, update, and maintain program content, including knowledge articles, scripts, workflows, and reference materials.
• Oversee content data entry, formatting, and design to ensure clarity and usability.
• Manage daily escalations, research requests, and special content-related projects.
• Analyze existing processes and recommend improvements to content structure and workflows.
• Provide supervisory oversight and support to content team members.

Skills

Content management

Knowledge management

Writing

Editing

Communication

Education

Bachelor's degree in Communications, English, Technical Writing, Knowledge Management, Public Administration, or a related field

Job description

Overview

Location: Washington, DC metro area

Content Manager

Systems Integration, Inc. (SII) is a leading provider of customer experience, cloud-based services and managed IT solutions. We are seeking a Content Manager to support a government‑contracted contact center by developing, maintaining, and managing all program content used by customer service staff. This role oversees content creation, data entry, design, and daily escalations, while also supporting research requests, special projects, and operational activities at the government agency. The Content Manager ensures content accuracy, consistency, and alignment with program requirements and serves as a key liaison with government leadership and subject matter experts.

Key Responsibilities

Content Development & Management

• Create, update, and maintain program content, including knowledge articles, scripts, workflows, and reference materials.
• Oversee content data entry, formatting, and design to ensure clarity and usability for contact center staff.
• Manage daily escalations, research requests, and special content‑related projects.
• Analyze existing processes and recommend improvements to content structure and program workflows.

Stakeholder Coordination

• Provide supervisory oversight and support to content team members.
• Collaborate with government Subject Matter Experts, management, and executive staff to review issues, present solutions, and ensure content accuracy.
• Support the Federal Program Director and COR with communications related to emerging issues, scheduling needs, and new or upcoming content.
• Participate in meetings to support consistent internal branding and messaging across the contact center.

Operational Support

• Conduct research and analysis to support new program processes and content enhancements.
• Ensure content aligns with operational needs and supports high‑quality customer service delivery.
• Assist with contact center operational activities as needed.

Qualifications

• Experience in content management, knowledge management, or documentation development.
• Strong writing, editing, and content design skills.
• Ability to analyze processes and recommend improvements.
• Experience working with government programs or in a contact center environment is preferred.
• Strong communication and stakeholder‑management skills.
• Bachelor\'s degree in Communications, English, Technical Writing, Knowledge Management, Public Administration, or a related field.

Must be able to pass a federal background check that includes a credit check.