ITCON Services is seeking an experienced Remote
Content & Research Manager to support content research, development, maintenance, and analysis for a large-scale federal contact center program. This role is responsible for researching and developing new content, maintaining existing content and data, processing complex research requests and escalations, and supporting ongoing improvements to customer service content, processes, and technology.
The Content & Research Manager will work closely with federal Subject Matter Experts (SMEs), contractor and federal program leadership, and technology teams to ensure contact center content is accurate, current, and aligned with program and customer support needs. The position will also provide oversight and support for Content Research Analyst (CRA) activities and serve as a key resource for content-related initiatives and special projects.
This position is fully remote.
Key Responsibilities:Content Research & Development- Research, develop, maintain, and update content to support contact center operations and customer service needs, including content data entry, organization, formatting, and design.
- Conduct content audits and analyze existing information to identify and recommend new content, updates, program process improvements, CRM data fields, and enhancements to content structure.
- Maintain ZIP code tables and other content-related reference information and create and distribute Content Alerts to Customer Service Representative (CSR) staff regarding important updates and changes.
- Manage and support content-related special projects as assigned.
Research Requests & Escalations- Provide oversight of the daily processing of escalations received from federal staff and process escalated public customer Research Requests.
- Research complex customer and program-related issues, coordinating with appropriate resources and Subject Matter Experts to support resolution.
- Identify and communicate potential emerging program issues or concerns to appropriate program and federal leadership.
Systems & Technology Support- Represent content needs during Salesforce meetings and discussions and test, analyze, and provide feedback on new and existing Salesforce, Agentforce, and Genesys functionality.
- Evaluate system functionality as it relates to content, research, and contact center customer support.
- Research, analyze, and recommend new or revised CRM data fields, content structures, processes, and technology enhancements that may impact contact center content or operations.
Program & Stakeholder Support- Provide supervisory oversight and support for Content Research Analyst (CRA) activities.
- Collaborate with federal Subject Matter Expert management staff and executive contractor and federal stakeholders to present and discuss research findings, content needs, recommendations, and resolutions for special interests and program requirements.
- Provide direct support to the Contract Program Manager, Federal Program Director, BPA COR, and Program Specialist, including communication regarding emerging program issues or concerns, scheduling conflicts, and new or forecasted content needs.
- Attend program and stakeholder meetings and contribute to the internal branding and universal messaging of the federal contact center's customer support services.
Required Qualifications:- Bachelor's degree from an accredited college or university.
- Minimum of 5 years of relevant professional experience performing responsibilities similar to those outlined for this position.
- Experience researching, analyzing, developing, maintaining, and auditing content.
- Experience processing research requests, escalations, or complex customer/program inquiries.
- Experience working with CRM, knowledge management, customer service, or contact center systems and processes.
- Prior experience working in a contact center required.
- Strong research, analytical, written, and verbal communication skills with the ability to develop clear, well-supported recommendations.
- Ability to effectively collaborate with Subject Matter Experts, program leadership, and other stakeholders.
- Strong organizational skills and attention to detail, with the ability to manage multiple assignments, research requests, content updates, and special projects simultaneously.
