Content Manager

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 governmentcontracted 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 contentrelated 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 highquality 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 stakeholdermanagement skills.
• Bachelors degree in Communications English Technical Writing Knowledge Management Public Administration or a related field.

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

Required Experience:

Manager