Knowledge Base Content Strategist

City of New York • Lic, NY

21h • Onsite

About The Position

The NYCHA Call Center is seeking a Knowledge Base Content Strategist to own and elevate the content experience that powers service for New York City public housing residents. This role leads the end-to-end strategy, design, and governance of a centralized knowledge base used daily by 100+ customer service representatives and internal stakeholders. The selected candidate will transform complex housing policies and procedures into clear, task-oriented, plain-language content that enables faster, more accurate, and more empathetic service. Your work will directly impact service quality, consistency, and the resident experience across every call. The ideal candidate brings a strong background in content design, usability, and knowledge management systems, with a proven ability to structure information for real-time use in high-volume service environments. You are both strategic and hands-on and able to define content standards while actively writing, editing, and optimizing content based on user needs and performance data. This role reports directly to the Director and partners closely with operations, policy, and business teams to ensure content is accurate, current, and aligned with service goals.

Requirements

• A baccalaureate degree from an accredited college and two years of experience in community work or community centered activities in an area related to the duties described above; or
• High school graduation or equivalent and six years of experience in community work or community centered activities in an area related to the duties as described above; or
• Education and/or experience which is equivalent to "1" or "2" above. However, all candidates must have at least one year of experience as described in "1" above.

Nice To Haves

• Strong background in content design, usability, and knowledge management systems.
• Proven ability to structure information for real-time use in high-volume service environments.
• Ability to define content standards while actively writing, editing, and optimizing content based on user needs and performance data.

Responsibilities

• Oversee knowledge base creation, including strategy, standards, design, development, and maintenance process.
• Write, edit, and publish content for CCC knowledge base, Communication Bulletins and training material based on existing source material for Section 8 and Public housing.
• Work with internal business units and support teams to ensure that content is accurate, consistent, functional, user-friendly, and efficiently maintained.
• Create a plan to evaluate content’s effectiveness using reporting and feedback. Plan, coordinate, and implement updates as needed.
• Create, maintain, document, and train on content strategy, standards, and procedures.

Benefits

• Choice of medical coverage plans
• Deferred compensation plans
• Defined pension benefit plan as a member of the New York City Employees’ Retirement System (NYCERS)

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level