Knowledge Base Manager

TDB Communications • Washington, DC

5d • $80,000 - $105,000 • Onsite

About The Position

This anticipated position is contingent on contract award to TDB Communications. Hiring and the start date depend on award, contract requirements, and completion of applicable pre-employment steps. Applying does not guarantee employment or a start date. About the opportunity Prepare contact center employees to provide accurate, respectful assistance to residents navigating public benefits. TDB Communications is seeking a Training Manager for its proposed Contact Center program. You will own the learning program from initial onboarding through continuing development, partnering closely with operations, quality, knowledge management, and District subject-matter experts.

Requirements

• A bachelor’s degree and at least two years of experience managing documentation, knowledge management, or call center support.
• Strong writing, editing, organization, and stakeholder coordination skills, with the ability to explain detailed procedures accurately and maintain controlled content.

Nice To Haves

• Experience with public-benefits or government-service content; contact center knowledge platforms; content taxonomy, search analytics, and approval workflows; familiarity with Salesforce Knowledge or comparable tools and AI-supported knowledge retrieval.
• Relevant experience (Healthcare, Medicaid, Medicare, SNAP, TANF, case worker, call center, etc.)

Responsibilities

• Develop and maintain training plans, curricula, job aids, assessments, and facilitator materials for contact center roles.
• Cover program information, scope of authority, systems, identity verification, telephonic signatures, privacy, accessibility, and customer-service skills.
• Plan new-hire classes, instructor assignments, system practice, nesting, remediation, and refresher training with operations and workforce management.
• Deliver or oversee instructor-led and virtual instruction using practical scenarios, demonstrations, and supervised application.
• Create readiness assessments and maintain completion and proficiency records before agents begin independent work.
• Analyze quality findings, repeat errors, policy changes, and learner feedback to identify and close performance gaps.
• Coordinate approved content changes with the Knowledge Base Manager and District owners so training reflects current guidance.
• Manage training specialists as assigned and report training capacity, completion, readiness, and effectiveness to program leadership.

What This Job Offers

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