Knowledge Base Manager

TDB Communications; Washington (District of Columbia); On-site; USD 85,000 - 120,000; Full time

Job summary

TDB Communications in Washington, DC is seeking a Training Manager to own the learning program from onboarding through ongoing development for its proposed contact center. You will partner with operations, quality, knowledge management, and District SMEs to ensure materials stay current and effective.

You will design curricula, assessments, and facilitator materials while delivering or overseeing instructor-led and virtual training using practical scenarios.

Qualifications

• Bachelor’s degree and at least two years of experience managing documentation, knowledge management, or call center support.
• Strong writing, editing, organization, and stakeholder coordination skills, with the ability to explain detailed procedures accurately and maintain controlled content.
• Experience with public-benefits or government-service content; content taxonomy, search analytics, and approval workflows; familiarity with Salesforce Knowledge or comparable tools and AI-supported knowledge retrieval.

Responsibilities

• Develop and maintain training plans, curricula, job aids, assessments, and facilitator materials for contact center roles.
• Plan new-hire classes, instructor assignments, system practice, nesting, remediation, and refresher training with operations and workforce management.
• Deliver or oversee instructor-led and virtual instruction using practical scenarios, demonstrations, and supervised application.
• Create readiness assessments and maintain completion and proficiency records before agents begin independent work.
• Analyze quality findings, repeat errors, policy changes, and learner feedback to identify and close performance gaps.
• Coordinate approved content changes with the Knowledge Base Manager and District owners so training reflects current guidance.
• Manage training specialists as assigned and report training capacity, completion, readiness, and effectiveness to program leadership.

Skills

Writing

Editing

Organization

Stakeholder coordination

Education

Bachelor's degree

Tools

Salesforce Knowledge

AI-enabled knowledge tools

Job description

This anticipated position is contingent on contract award to TDB Communications. Hiring and the start date depend on award, contract requirements, and completion of applicable pre-employment steps. Applying does not guarantee employment or a start date.About the opportunityPrepare contact center employees to provide accurate, respectful assistance to residents navigating public benefits. TDB Communications is seeking a Training Manager for its proposed Contact Center program. You will own the learning program from initial onboarding through continuing development, partnering closely with operations, quality, knowledge management, and District subject-matter experts.What you will doDevelop and maintain training plans, curricula, job aids, assessments, and facilitator materials for contact center roles.Cover program information, scope of authority, systems, identity verification, telephonic signatures, privacy, accessibility, and customer-service skills.Plan new-hire classes, instructor assignments, system practice, nesting, remediation, and refresher training with operations and workforce management.Deliver or oversee instructor-led and virtual instruction using practical scenarios, demonstrations, and supervised application.Create readiness assessments and maintain completion and proficiency records before agents begin independent work.Analyze quality findings, repeat errors, policy changes, and learner feedback to identify and close performance gaps.Coordinate approved content changes with the Knowledge Base Manager and District owners so training reflects current guidance.Manage training specialists as assigned and report training capacity, completion, readiness, and effectiveness to program leadership.Required qualificationsA bachelor’s degree and at least two years of experience managing documentation, knowledge management, or call center support. Strong writing, editing, organization, and stakeholder coordination skills, with the ability to explain detailed procedures accurately and maintain controlled content.Preferred qualificationsExperience with public-benefits or government-service content; contact center knowledge platforms; content taxonomy, search analytics, and approval workflows; familiarity with Salesforce Knowledge or comparable tools and AI-supported knowledge retrieval.Relevant experience (Healthcare, Medicaid, Medicare, SNAP, TANF, case worker, call center, etc.);