Content Manager

About the Role:

The Content Manager is responsible for managing the lifecycle, accuracy, consistency, and accessibility of knowledge articles, scripts, frequently asked questions, job aids, and other approved content.

Essential Duties and Responsibilities:

• Manage the complete content lifecycle for knowledge articles, agent scripts, frequently asked questions, job aids, and other approved resources used to support contact center operations.
• Identify knowledge articles, scripts, and reference materials that require creation, revision, clarification, or removal based on policy changes, updated procedures, recurring inquiries, quality assurance findings, and operational feedback.
• Collaborate with the Content Team to communicate identified content gaps, submit proposed updates, validate revisions, and coordinate review and approval before publication or implementation.
• Review existing content for accuracy, completeness, clarity, consistency, and alignment with current policies, procedures, and approved guidance.
• Ensure agents have timely access to current, correct, and approved information needed to respond accurately and professionally to inquiries across telephone, chat, secure messaging, and web form channels.
• Establish and maintain content review schedules and version control procedures to ensure materials are reviewed periodically and updated when changes are authorized.
• Maintain an organized, secure, and accessible repository of approved knowledge articles, scripts, reference documents, and supporting content, ensuring appropriate version identification and access controls.
• Track content change requests from identification through review, approval, publication, and removal, maintaining documentation of revisions, approval status, effective dates, and relevant version history.
• Coordinate the removal, replacement, or archiving of outdated, inaccurate, duplicative, or superseded content in accordance with applicable approval and records management procedures.
• Analyze inquiry trends, agent feedback, quality monitoring results, customer concerns, and recurring errors to identify content deficiencies and recommend improvements to knowledge resources.
• Work with Operations, Quality Assurance, Training, and other designated stakeholders to evaluate the operational impact of content changes and communicate approved updates to affected personnel.
• Coordinate with the Training Lead to ensure approved content revisions are incorporated into training materials, refresher instruction, coaching activities, and agent reference resources as appropriate.
• Support content validation activities by reviewing sample inquiries and agent responses to determine whether available knowledge resources provide clear, accurate, and sufficient guidance.
• Monitor content-related performance issues, including recurring misinformation, inconsistent responses, outdated references, and gaps in agent guidance; recommend corrective actions to improve accuracy and consistency.
• Maintain content inventories, change logs, review records, approval documentation, and version histories to support traceability, quality assurance, and contractual compliance.
• Communicate approved content updates, effective dates, and relevant usage instructions to agents, supervisors, trainers, and other stakeholders through established channels.
• Ensure proposed content changes follow applicable review and approval requirements and are not treated as official guidance until appropriately authorized.
• Recommend improvements to content governance, review workflows, repository organization, and change management practices to strengthen accuracy, usability, and operational efficiency.
• Performs other related duties as assigned.

Qualifications & Skills:

• 3+ years to 5+ years in analytics, business writing, plain language, or immigration law.
• Strong writing, editing, proofreading, and communication skills.
• Demonstrated ability to manage content across multiple channels.
• Strong project management and organizational skills.
• Excellent attention to detail and ability to maintain consistent brand standards.
• Ability to work effectively with cross-functional teams and subject-matter experts.
• Strong understanding of content lifecycle management and governance.
• Experience using content management systems (CMS) and collaboration tools.

Physical Requirements:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to speak and hear. The employee is frequently required to walk, sit and use hands to manipulate, handle, or feel. The employee is occasionally required to stand and reach with hands and arms.

Pearl Interactive Network, LLC. is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, veteran status, disability status, genetics, or sexual orientation and gender identity.

This job description is intended to describe the general nature and level of the work being performed by people assigned to this position. This is not an exhaustive list of all duties and responsibilities. Pearl management reserves the right to amend and change responsibilities to meet business and organizational needs as necessary.