Knowledge Portfolio Manager (Program Manager-II), Grade N25

Montgomery County•27 Courthouse Sq Rockville MD 20850 USA, MD

About The Position

This Position is ONLY Open to Montgomery County Government Employees: Current Montgomery County Government employees; Montgomery County employees who were affected by a reduction-in-force and currently have RIF priority rights; Active Montgomery County local fire and rescue department volunteers with at least 50 points under the length of service award program (LOSAP); or Active Project SEARCH Interns or former Montgomery County Government Customized Employment Public Interns, or Project SEARCH Interns within 24 months of completion of internship. The salary range above represents this position’s earning potential. The anticipated hiring range for this position will be $85,937.00 to $137,907.00, based on the candidate’s qualifications and experience. Montgomery County (MC) 311 Contact Center is the County’s primary resource for non-emergency government information and services. We operate in a fast-paced, collaborative environment comprising customer service representatives, a dedicated training team, system support specialists, and knowledge portfolio managers. Together, we assist residents by handling approximately 415,000 calls each year, ensuring they receive accurate information and timely support. MC311 Contact Center is seeking a program manager-II, Grade N25, who will work with departments in the role of a liaison between their office and MC311 in the following areas: business improvement; escalations and problem resolution; writing and editing knowledge base articles (KBAs, which are information about programs and services), and perform quality assurance of service requests.

Requirements

Five (5) years of professional experience in customer service, public-facing communication, or support roles within government agencies or similar environments.
Experience should include writing and editing informational materials, providing quality assurance or review of service requests, handling escalations, troubleshooting issues, performing outreach activities with departments, and participating in business process improvement activities.
Graduation from an accredited college or university with a Bachelor's Degree.
An equivalent combination of education and experience may be substituted.
A criminal background (credit history) check will be conducted on the selected candidate prior to appointment and will be a significant factor in the hiring decision.
Medical Protocol: This position requires successful completion of a pre-employment medical evaluation, which includes a physical examination and drug screening.

Nice To Haves

Experience supporting contact (call) centers for government or business.
Experience planning, organizing, and managing workload, including project management.
Ability to work independently and as part of a team.
Strong oral and written communication skills, including effective collaboration and customer service experience.
Ability to objectively evaluate and resolve complex situations.

Responsibilities

Serve as a liaison between MC311 and Montgomery County Government departments to ensure consistent communication, alignment of services, and accurate information sharing.
Lead and support business process improvement initiatives by reviewing current workflows, identifying gaps, and recommending enhancements to improve customer experience and operational efficiency.
Write, edit, and maintain Knowledge Base Articles (KBAs) that provide accurate and up-to-date information on County programs, services, and departmental procedures.
Conduct quality assurance reviews of service requests to ensure accuracy, completeness, and proper routing across participating departments.
Handle escalations by troubleshooting complex customer issues, coordinating with internal departments, and providing timely resolutions.
Review and analyze feedback for the County’s chatbot, Monty, to help refine content, identify issues, and improve the user experience.
Serve as the primary point of contact for departmental inquiries related to MC311 procedures, documentation, and service request workflows.
Facilitate communication between MC311 and departments during service request updates, system changes, or operational adjustments.
Track trends, recurring issues, and departmental needs to identify opportunities for enhanced service delivery and updated KB content.
Participate in cross-departmental meetings, working groups, and project teams to ensure MC311 considerations are integrated into broader County initiatives.
Develop recommendations for policy or procedural changes that support consistency and accuracy in customer service across all departments served by MC311.
Provide guidance, training, and support to departmental contacts on best practices for KB development, service request handling, and MC311 communication standards.
Maintain documentation, reports, and metrics related to quality assurance, escalations, business process improvements, and KBA updates.