Call Center Knowledge Management Manager – Immigration Services

Conduent

. Oversee the development, maintenance, accuracy, and continuous improvement of call center knowledge resources, scripts, and content used by customer service representatives .

Posted 10/19/2026full-timeUnited StatesMid-LevelSenior💰 $74,690 - $97,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in content development and management, particularly in the context of US immigration policy, ensuring clarity and compliance with federal standards. Strong capabilities in collaboration, stakeholder engagement, and quality assurance are essential for effective communication and training.

Highest-signal resume keywords

Content DevelopmentUS Immigration LawEditing And ProofreadingStakeholder CollaborationContent Strategy

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Content AnalyticsKnowledge ManagementBusiness WritingPlain Language CommunicationsTechnical WritingContent CreationContent DistributionQuality AssuranceLegal Reference ReviewTraining Development

Soft Skills

Strong Written CommunicationStrong Verbal Communication

Certifications & Qualifications

Public Trust Security Clearance

Industry Keywords

Federal RequirementsData Protection RulesCall Center OperationsCustomer ServiceUS Immigration Policies

About the role

Key responsibilities & impact

Oversee the development, maintenance, accuracy, and continuous improvement of call center knowledge resources, scripts, and content used by customer service representatives
Review knowledge articles, scripts, and legal reference materials related to US immigration policy for updates, revisions, additions, or removal
Develop, edit, review, and revise knowledge articles, scripts, FAQs, and operational support documentation
Collaborate with call center leadership, the client, and internal teams to incorporate new research and legal information
Gather stakeholder feedback and use it to finalize content
Ensure content meets quality standards, federal requirements, and data protection rules and regulations
Review materials before circulation and publication
Participate in CSR training development, updates, and execution
Monitor content effectiveness and recommend improvements based on feedback, customer inquiries, policy updates, and emerging trends

Requirements

What you’ll need

Bachelor's degree in Communications, English, Journalism, Public Policy, Business, Legal Studies, US Immigration Law, or a related field; equivalent experience may be substituted where appropriate
5+ years of experience in content analytics, customer service content development or knowledge management, business writing, plain language communications, US Immigration law, knowledge management, or technical/policy writing
Experience interpreting and simplifying complex legal or regulatory language into clear, understandable terms
Experience in content strategy, creation, and distribution
Strong written and verbal communication skills
Strong editing, proofreading, and quality assurance skills
Ability to successfully pass a background check and drug screening
Ability to obtain a Public Trust Security Clearance
U.S. citizenship
Familiarity with federal government call center operations is desired
Experience working on US immigration policies is desired
Proficiency in Spanish is desired

Benefits

Comp & perks

Health and welfare benefits starting on the first day of employment
Retirement savings plan
Employee discounts on merchandise, services, travel, and more
Career growth opportunities
Paid training
Paid time off
Award-winning work environment and culture
Health insurance coverage
Voluntary dental and vision programs
Life and disability insurance
Paid holidays
Bonus or incentive eligibility based on business need